Did you know 70% of online shoppers abandoned their carts in 2024? It’s pretty wild. Why would someone spend time adding items to their cart only to leave at the last second?
I get it, though — understanding your customers can be tricky. Even when you think you’ve nailed down their behavior, their journey from awareness to purchase can still surprise you. No matter how much insight you have, there’s always some level of unpredictability in the process.
While I can’t promise you’ll predict every step perfectly, customer journey mapping is a great way to track the critical milestones every customer reaches. In this post, I’ll walk you through everything you need to know about customer journey mapping — what it is, how to create one, and best practices to help you get it right.
Table of Contents
- What is the Customer Journey?
- What is a Customer Journey Map?
- The Customer Journey Mapping Process
- What's Included in a Customer Journey Map?
- Steps for Creating a Customer Journey Map
- What is a Touchpoint in a Customer Journey Map?
- Customer Journey Mapping Best Practices
- Benefits of Customer Journey Mapping
- Customer Journey Stages
- Types of Customer Journey Maps and Examples
- Customer Journey Map Design
- Customer Journey Mapping Examples
- Free Customer Journey Map Templates
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Free Customer Journey Template
Outline your company's customer journey and experience with these 7 free templates.
- Buyer's Journey Template
- Future State Template
- Day-in-the-Life Template
- And more!
Download Free
All fields are required.
What is the Customer Journey?
The customer journey is the series of interactions a customer has with a brand or product as they become aware of a pain point and make a purchase decision. While the buyer’s journey refers to the general process of arriving at a purchase, the customer journey refers to a buyer's purchasing experience with a specific company or service.
Customer Journey vs. Buyer Journey
I've noticed a lot of businesses get confused when it comes to understanding the difference between the customer journey and the buyer journey.
Here’s the deal: the buyer's journey covers the entire process from the moment someone becomes aware of your product to the point they purchase it (and even beyond). Buyers don’t just wake up and decide to buy — they go through stages of awareness, consideration, and, finally, decision-making.
The customer's journey, on the other hand, is all about how your brand fits into that process. It’s the specific customer touchpoints where you interact with your customers during their buying journey. By mapping out your customer journey, you’re making sure every interaction is intentional and impactful, rather than just hoping for the best.
At HubSpot, for example, we break our customer journey into three main stages: pre-purchase, onboarding, and ongoing use/renewal.
At each stage, we have key touchpoints — like educational blog posts or onboarding tools — that guide our customers along the way.
Your brand’s customer journey stages might look different, and that’s okay. What matters is starting with a clear plan. Let’s discuss how you can create a customer journey map.
What is a Customer Journey Map?
A customer journey map is a visual representation of the customer's experience with a company. It also provides insight into the needs of potential customers at every stage of this journey and the factors that directly or indirectly motivate or inhibit their progress.
The business can then use this information to improve the customer experience, increase conversions, and boost customer retention.
The customer journey map is not to be confused with a UX journey map. But, for clarity, let’s distinguish these two below.
What is UX journey mapping?
A UX journey map represents how a customer experiences their journey toward achieving a specific goal or completing a particular action.
For example, I can use the term “UX journey mapping” interchangeably with the term “customer journey mapping” if the goal being tracked is the user’s journey toward purchasing a product or service.
However, UX journey mapping can also be used to map the journey (i.e., actions taken) towards other goals, such as using a specific product feature.
Why is customer journey mapping important?
I’ve learned that the customer journey isn’t as simple as it looks. It’s easy to think: offer a product → customer buys. But honestly, it’s way more intricate. Before a customer even knows about your product, they’ve already realized they’ve got a problem that needs solving.
Throughout their journey, they’ll hit different touchpoints. Maybe they’ll see a competitor’s ad, read a review, hop on a sales call, or try out a demo. Each of those interactions shapes how they feel about your brand.
Here’s something I find interesting: 80% of customers value their experience with a company just as much as the product itself.
By mapping out the customer journey, I’ve seen how it gives marketing, sales, and service teams a clear understanding of each stage. It reduces friction and leads to happier customers. And when we meet customer needs quickly? We see higher brand loyalty.
That’s huge — so don’t miss out on the power of customers.
What data is necessary for customer journey mapping?
When I’m mapping the customer journey, I focus on real data, not assumptions. Here’s what I look for:
Customer Surveys and Interviews
I find that asking customers directly through surveys (like NPS) or interviews reveals valuable insights into their experiences, pain points, and how they use the product. This is solicited data because I ask for it specifically.
Unsolicited Data
I also gather data from customers they don’t actively provide, like their purchase history, page views, and email clicks. This unsolicited data is super useful for filling in the gaps that surveys might miss.
Free Customer Journey Template
Outline your company's customer journey and experience with these 7 free templates.
- Buyer's Journey Template
- Future State Template
- Day-in-the-Life Template
- And more!
Download Free
All fields are required.
Benefits of Customer Journey Mapping
You get the following benefits from using customer journey mapping:
1. You can refocus your company with an inbound perspective.
Instead of chasing customers with outbound tactics, let them come to you with inbound marketing. Outbound marketing feels like yelling into the void — costly, interruptive, and let’s face it, annoying. No one likes being interrupted.
Inbound marketing flips the script. You create content that customers are already searching for, grabbing their attention before you even think about selling. A customer journey map helps you see what’s catching their eye and what’s making them turn away. This is where all that data I mentioned earlier really shines.
To nail your customer journey map, use real evidence from customer surveys and marketing analytics software. This will give you a crystal-clear picture of how your audience behaves and what they're interested in.
2. You can create a new target customer base.
Understanding the customer journey means knowing your customers inside out. Broad targeting wastes time and money, so why bother?
Instead, I recommend deep diving into their needs and pain points. This way, you'll uncover exactly who’s trying to solve problems with your product or service. With this info, you can fine-tune your marketing to speak directly to that group, making your efforts way more effective.
3. You can implement proactive customer service.
A customer journey map is like a cheat sheet for understanding when customers are happy and when they’re frustrated. You can then jump in with proactive customer service right when they need it. I think of it as being one step ahead.
For example, my friend who works in customer support mentioned how they used to anticipate a holiday rush and send out messages about their adjusted hours and alternative support options.
Customers were prepared, and no one was stuck on hold in surprise. Offering them a chatbot, knowledge base, or live chat gives more control over how they get help, which leads to happier customers overall.
And to handle all those inquiries? Customer service software with omnichannel messaging and AI support is your friend here. Trust me — it saves so much time.
4. You can improve your customer retention rate.
With a complete view of the customer journey, spotting areas for improvement becomes a whole lot easier. Fewer pain points mean fewer customers jumping ship to a competitor.
Here’s the kicker: Even when people love a company or product, 59% will walk away after several bad experiences, 17% after just one bad experience.
Customer journey maps help you catch people on the verge of leaving. By tracking common behaviors, you can address issues before they become deal-breakers. Even if you don’t save everyone, boosting retention by just 5% can increase profits by 25%-95%. Definitely worth it.
5. You can create a customer-focused mentality throughout the company.
As your business scales, keeping every department as customer-focused as your support teams can get tricky.
Different departments have different goals; some teams care more about leads, others about signups. A shared customer journey map breaks through these silos by laying out every step of the journey, from the first interaction to post-purchase support. It helps everyone, from marketing to sales to service, align with the customer at the heart of their efforts.
Now that you’ve got the gist of customer journey mapping and its benefits, let’s dive into the stages that make it up.
Customer Journey Stages
Generally, customers go through five phases when interacting with a brand or a product: Awareness, Consideration, Decision, Retention, and Loyalty.
1. Awareness
This is where it all begins. Customers realize they have a problem. They might not know the exact solution yet, but they’re researching, looking for answers. Here, it’s all about helping them understand their pain points and offering potential fixes, not pushing them toward a purchase.
From my experience, tracking page views and clicks can give you clues about which content resonates. Once you understand their needs, you can use tools like AI blog topic generators to create educational content that hits home.
Some educational content that I’ve created in the past are:
- How-to articles and guides
- General whitepapers
- General ebooks
- Free courses
You can deliver content like this through your blog, social media, or search engines.
2. Consideration
Now, customers know they need something. They’ve done the research and are ready to compare different products or services. Your job is to make that comparison easy and guide them toward the best option — ideally, yours.
Here, I recommend delivering product marketing content to help customers compare different offerings and, eventually, choose their product or service. This includes:
- Product listicles
- Product comparison guides and charts
- Product-focused white papers
- Customer success stories or case studies
This kind of content can be shared through your blog, website, social media, and even at conferences.
3. Decision
The decision is made: they're ready to buy. At this point, simplicity is key. The smoother you make the buying process, the better. There’s no need to overeducate or compare further.
Decision-stage content may include:
- Free demos
- Free consultations
- Product sign-up pages
- Pricing pages
I’d also recommend offering clear, enticing promotions like “Sign up now and save 30%.” Keep your touchpoints direct, like your website, email, and search engines.
Free Customer Journey Template
Outline your company's customer journey and experience with these 7 free templates.
- Buyer's Journey Template
- Future State Template
- Day-in-the-Life Template
- And more!
Download Free
All fields are required.
4. Retention
Congratulations, they’ve purchased it. Now, your focus shifts to keeping them happy and avoiding churn. A solid onboarding experience is crucial here, as well as prompt customer service.
I’ve seen success with the following strategies:
- Providing a dedicated customer success manager
- Making your customer service team easily accessible
- Creating a knowledge base in case customers ever run into a roadblock
You can deliver these strategies through your website, live chat, email, or social media.
5. Loyalty
This is the holy grail: customers who not only stick with you but actively recommend you.
This stage, sometimes called the advocacy stage, is about delivering a top-notch customer experience across all touchpoints — from your website to your social media and even your product’s user experience.
Most importantly, loyalty comes when customers succeed with your product. If they’re winning, they’ll spread the word. You can try the following:
- Have an easy-to-navigate website.
- Invest in your product team to ensure your product exceeds customer expectations.
- Share your brand with others via a loyalty or referral program.
- Offer perks to continued customers, such as discounts.
You can deliver these via customer touchpoints such as your website, email, social media, and your products.
As a former customer support engineer at HubSpot, I’ve seen firsthand how excellent support can turn a customer into a brand advocate. It’s incredibly rewarding to know that by helping them achieve their goals, you’ve gained their loyalty.
To gauge whether your customers are in this stage, try a simple Net Promoter Score survey. Ask, “On a scale of 0 to 10, how likely are you to recommend us to a friend?” Customer feedback software like Service Hub can help you manage this feedback and refine your customer journey strategy.
And there you have it — moving from awareness to loyalty in five steps. Each one matters.
The Customer Journey Mapping Process
Customer journey mapping is the process of creating a customer journey map—the visual representation of a company’s customer experience. It compiles a customer’s experience as they interact with a business and combines the information into a visual map.
This process provides insights that help you understand how customers experience their journeys and identify potential bottlenecks.
Note that most customer journeys aren’t linear. Instead, buyers often experience a back-and-forth, cyclical, multi-channel journey.
Let’s look at the stages you should include in any customer journey.
What's Included in a Customer Journey Map?
- The Buying Process
- Emotions
- User Actions
- User Research
- Solutions
1. The Buying Process
When mapping out a customer’s buying process, I gather data from various sources — prospecting tools, CMS, behavior analytics, etc. — to really understand how they move from their first contact to the final purchase.
You don’t have to get bogged down in the details, though. You can categorize it into broad stages: awareness, consideration, and decision.
Some data points I always check include:
- Website visits
- Social media engagement
- Customer service interactions
- Purchase history
- Survey feedback
These insights paint a clearer picture of how customers engage with your brand.
2. Emotions
No matter the goal, your customers are on a journey to solve a problem, and with that comes emotion. Maybe they feel excitement, relief, or even a bit of worry. Capturing those emotions in your journey map helps identify where things go wrong and how to fix them.
We use emojis on HubSpot’s journey map to represent potential emotions at different customer journey stages.
It might seem strange to ascertain customer emotions with data analysis, but it’s common. Customer sentiment can be measured using data from:
- NPS surveys
- Online reviews
- Social media monitoring
- Customer interviews and focus groups
- Customer support data
3. User Actions
Understanding what customers do at each stage is key. Maybe they download an ebook or sign up for a webinar during the awareness phase.
I consider the following data points for customer journey mapping:
- Page views
- CTA clicks
- Email opens
- Email list signups
- Ebook downloads
The idea is to explore how your customers move through and behave at each stage of their journey.
4. User Research
Like the last section, this element describes what or where the buyer researches before taking action.
In the awareness stage, they’re likely Googling potential solutions. Pay attention to this—it’s your chance to step in and answer their questions before anyone else does.
5. Solutions
Finally, my team and I brainstorm solutions to make the journey smoother.
The goal here is simple: fewer pain points, more satisfied customers. What can you tweak in the buying process to make it easier for them to achieve their goal? That’s the real question.
Steps for Creating a Customer Journey Map
- Use customer journey map templates.
- Set clear objectives for the map.
- Profile your personas and define their goals.
- Highlight your target customer personas.
- List out all touchpoints.
- Determine the resources you have and the ones you'll need.
- Take the customer journey yourself.
- Analyze your results.
- Update your map over time.
1. Use customer journey map templates.
Why make a customer journey map from scratch when you can use a template? I saved so much time by downloading HubSpot’s free customer journey map templates. They cover everything from a buyer’s journey to a day in your customer’s life and lead nurturing.
These templates helped my team in sales, marketing, and customer support understand our buyer personas better. And honestly, that led to a noticeable improvement in our product and customer experience.
2. Set clear objectives for the map.
Before you dive into your customer journey map, ask yourself why you’re creating one in the first place.
- What goals are you directing this map towards?
- Who is it for?
- What experience is it based upon?
If you don’t have a buyer persona yet, trust me, it’s worth creating one. It’s a fictional profile that reflects all the demographics and psychographics of your typical customer. For me, it really helped keep the journey map focused on the right audience.
3. Profile your personas and define their goals.
At this point, I’d focus on deep research. This is where having customer journey analytics ready is super helpful. If you’re like me and don’t have that set up yet, don’t worry — HubSpot’s Customer Journey Analytics tool is a great starting point.
Personally, I find questionnaires and user testing to be invaluable for gathering customer feedback. But I always make sure I’m reaching out to actual customers or prospects — people who have interacted with the business or plan to. Getting feedback from the right people is key.
Here are some questions I’d ask:
- How did you hear about our company?
- What first attracted you to our website?
- What are the goals you want to achieve with our company? In other words, what problems are you trying to solve?
- How long have you/do you typically spend on our website?
- Have you ever made a purchase with us? If so, what was your deciding factor?
- Have you ever interacted with our website to make a purchase but decided not to? If so, what led you to this decision?
- On a scale of 1 to 10, how easily can you navigate our website?
- Did you ever require customer support? If so, how helpful was it, on a scale of 1 to 10?
- Can we further support you to make your process easier?
💡Top Tip: Use this buyer persona tool to fill in the details you procure from customer feedback.
Free Customer Journey Template
Outline your company's customer journey and experience with these 7 free templates.
- Buyer's Journey Template
- Future State Template
- Day-in-the-Life Template
- And more!
Download Free
All fields are required.
4. Highlight your target customer personas.
After getting all that information, I’d narrow my focus to one or two key customer personas.
It’s important to remember that a customer journey map follows the path of a specific customer. If you lump too many personas together, the map won’t capture their unique experiences.
When creating your first map, it’s best to pick your most common customer persona. Also, consider the route they would typically take when engaging with your business for the first time.
I’d also use a marketing dashboard to compare different personas and pick the one that fits best. And no pressure — any personas you leave out can always be mapped later.
5. List out all touchpoints.
I always start by listing the touchpoints where customers interact with the brand.
What is a Touchpoint in a Customer Journey Map?
A touchpoint in a customer journey map is an instance where your customer forms an opinion of your business. You can find touchpoints in places where your business comes in direct contact with a potential or existing customer.
These moments, no matter how small, are when customers form an opinion, whether it’s great or not-so-great. Think of it this way: If I saw a display ad for your business or ran into a 404 error page, those would be touchpoints that matter.
It’s easy to forget that your brand isn’t just the website. It extends beyond that — into social media, email campaigns, paid ads, and even customer service interactions. What I’ve found is that mapping out these touchpoints helps spot areas for improvement in the customer journey.
Once you've got your list, you’ll start to see patterns. Are customers using fewer touchpoints than expected? That might mean they’re leaving your site too early. Are they interacting more than expected? Maybe your website requires too many steps to get anything done.
Either way, it’s a signal that tells you how smooth or bumpy the journey is.
When I do this, I don’t just stop at the website. I take a broad view — Google searches, third-party reviews, and mentions on social media. A quick Google search of your brand can show you all the places customers might be finding you.
Then, I back it up with data from Google Analytics to see where the traffic is actually coming from. From there, I narrow down the most important touchpoints, the ones that are really driving action.
At HubSpot, we took this process seriously. We ran workshops where employees from different teams pointed out moments when our product or brand left an impression on customers.
The proof is in the pudding: You can see us literally mapping these touch points out with sticky notes in the image below. Seeing it all laid out helped us notice inconsistencies in how we communicated with customers.
When creating a customer journey map, here are some key touchpoints I always consider:
Customer Actions
I track every single action customers take with the brand, whether it’s typing in a search keyword, clicking an email, or scrolling through a product page. You’ll probably end up with a long list, and that’s fine.
I’ve learned that recognizing where customers have to take too many steps is crucial. Reducing the number of steps a customer takes in their journey might feel risky, but in my experience, it almost always leads to higher conversions.
Customer Emotions & Motivations
All marketing is a result of cause and effect. Likewise, every action your customers take is motivated by emotion. And your customers’ emotions will change depending on which part of their journey they’re at.
From what I’ve seen, a pain point or a problem is usually the emotional driver of your customers’ actions. Knowing this will help you provide the right content at the right time to smooth each customer’s emotional journey through your brand.
Customer Obstacles & Pain Points
I always dig into what’s blocking customers from moving forward.
Take shipping costs, for example. If I love your product but find out at the last minute that the shipping fee is too high, I’ll probably abandon my cart.
Sometimes, the obstacles are harder to spot. Dedicated sales software is a good idea here. It lets you examine your sales pipelines and pinpoint what might cause prospects to turn away. Identifying these roadblocks lets you address them head-on. One simple fix I’ve used is adding an FAQ page to tackle common concerns, like unexpected shipping fees.
6. Determine the resources you have and the ones you’ll need.
As I work through the customer journey map, I get a clear picture of what we have and what we’re missing. For example, I might notice that our team doesn’t have the tools to follow up effectively with customers. That’s when I’d suggest we invest in some solid customer service tools to handle the demand.
Or maybe I spot some customer touchpoints we’ve been underusing, like I mentioned earlier. In that case, I’d recommend looking into a unified marketing software solution that helps us track and make the most of those touchpoints.
Including these tools in the map helps me predict their potential impact, making it easier to convince leadership to support the idea.
7. Take the customer journey yourself.
For me, mapping the customer journey isn’t enough until I’ve walked in the customer’s shoes. I like to follow the path for each persona — scrolling through their social media, reading their emails, doing a search — to really understand where they might get stuck or drop off.
8. Analyze your results.
It's important to understand the customer journey map is just the start; the real value comes from analyzing the results.
I’ll ask questions like, “Are people visiting our site but not converting? Are we meeting their needs at each step?”
This process helps me see where we can improve. Analyzing the results will help me pinpoint where customer needs aren’t fully met and make sure we’re delivering a valuable experience.
9. Update your map over time.
As I dig into my data, I always get a clearer idea of where I want my website to go. From there, I make adjustments, whether it’s adding more specific calls to action or beefing up product descriptions to ensure they’re crystal clear.
Big or small, these changes matter because they directly address my customers’ pain points. With my customer journey map as a guide, I can always make sure I’m tackling those needs.
How often should you update your customer journey map?
My map — as should yours — is a constant work in progress.
I make a point to review it monthly or quarterly to spot gaps or new opportunities to make the journey smoother. By leveraging data analytics and customer feedback, I can catch any roadblocks early. I also use tools like Google Sheets to keep everyone on the same page, which is super helpful for collaborating with stakeholders.
I’ve found that holding regular meetings to discuss how new products or features are shifting the customer journey is key to staying on top of things.
Featured Resource: Customer Journey Map Template
HubSpot’s free customer journey map template was a game-changer for me. It saved me time and made it so much easier to organize and outline the experience, showing exactly how my website impacts users.
Plus, it’s a fantastic tool for identifying areas in your product, marketing, or support that need some fine-tuning.
Download a free, editable customer journey map template.
Types of Customer Journey Maps and Examples
There are four types of customer journey maps, each with unique benefits. Pick the one that makes the most sense for your company.
Current State
These customer journey maps are the most widely used type. They visualize the actions, thoughts, and emotions your customers currently experience while interacting with your company. They’re best used for continually improving the customer journey.
Day in the Life
These customer journey maps visualize the actions, thoughts, and emotions your customers currently experience in their daily activities, whether or not that includes your company.
This type gives a broader lens into your customers’ lives and what their pain points are in real life.
Day-in-the-life maps are best used for addressing unmet customer needs before customers even know they exist. Your company may use this type of customer journey map when exploring new market development strategies.
Future State
These customer journey maps visualize what actions, thoughts, and emotions your customers will experience in future interactions with your company. Based on their current interactions, you’ll have a clear picture of where your business fits in later down the road.
These maps are best for illustrating your vision and setting clear, strategic goals.
Service Blueprint
These customer journey maps begin with a simplified version of one of the above map styles. Then, they layer on the factors responsible for delivering that experience, including people, policies, technologies, and processes.
Service blueprints are best used to identify the root causes of current customer journeys or the steps needed to attain desired future customer journeys.
If you want a look at an actual customer journey map that HubSpot has recently used, check out this interview we conducted with Sarah Flint, Director of System Operations at HubSpot. We asked her how her team put together their map (below) and what advice she would give to businesses starting from scratch.
Customer Journey Mapping Best Practices
- Set a goal for the journey map.
- Survey customers to understand their buying journey.
- Ask customer service reps about the questions they receive most frequently.
- Consider UX journey mapping for each buyer persona.
- Review and update each journey map after every major product release.
- Make the customer journey map accessible to cross-functional teams.
1. Set a goal for the journey map.
Determine whether you aim to improve the buying experience or launch a new product. Knowing what the journey map needs to tell you can prevent scope creep on a large project like this.
2. Survey customers to understand their buying journey.
I’ve learned that what I think I know about my customers and what they’re actually going through can be totally different. So, speak to your customers directly to get an accurate snapshot of their journey.
3. Ask customer service reps about the questions they receive most frequently.
Sometimes, customers need to be made aware of their specific pain points, and that’s where your customer service reps come in.
They can help fill in the gaps and translate customer pain points into business terms you and your team can understand and act on.
4. Consider customer journey mapping for each buyer persona.
One thing I’ve come to understand is that no two customers are the same.
Demographics, psychographics, and even how long someone has been a customer can determine how a person interacts with your business and makes purchasing decisions.
That’s why I create journey maps tailored to each key persona.
5. Review and update each journey map after every major product release.
The customer’s buying process changes every time your product or service changes. Even slight tweaks, like adding an extra field to a form, can become a significant roadblock.
So, review the customer journey map before and after implementing changes.
6. Make the customer journey map accessible to cross-functional teams.
One thing I always do is make the journey map accessible to everyone, not just my team. Having it out there helps other teams give feedback and keeps everyone aligned with the customer’s experience.
Customer Journey Map Design
Now that you know what goes into making a customer journey map, let’s take a little time to dive into design. How you lay out your journey map — from spacing to the colors you use — makes all of the difference.
I highly recommend the following best practices:
Create a clear layout and hierarchy.
Your layout should flow logically, with a clear visual hierarchy that makes it easy to follow. Use bold headings to break up the sections and keep things readable.
Bullet points? Always a good idea. They make your map easier to digest and keep the info clear and to the point.
Make the most of icons and symbols.
Let's be real — everyone skims. If your map is a wall of text, most of it will be missed. Icons and symbols are a great way to break things up and highlight key actions, touchpoints, and outcomes. Plus, they can add emotion to your map without needing extra words.
Leverage color coding.
Color is a powerful design element that can help you group similar ideas. You can assign different hues to the stages of your customer journey or to certain touchpoints. This helps you organize information visually and draw attention to the most important parts of your map.
Avoid clutter to create balance.
Too much of anything is just ... too much. Like I said, everyone skims. If your page is packed with icons, text, and colors, it’ll get overwhelming. Use whitespace to keep things balanced and organized.
Maintain consistency.
Your customer journey map should be consistent throughout. Pick a font family, color palette, and font sizes. Then, make sure you follow these guidelines throughout your journey map. Bonus points if your elements align with your company branding.
Customer Journey Mapping Examples
Here are some examples I’ve drawn inspiration from when building a customer journey map:
1. HubSpot’s Customer Journey Map Templates
HubSpot’s free Customer Journey Map Templates provide an outline for companies to understand their customers’ experiences.
The offer includes the following:
- Buyer’s Journey Template
- Current State Template
- Lead Nurturing Mapping Template
- Future State Template
- A Day in the Customer’s Life Template
- Customer Churn Mapping Template
- Customer Support Blueprint Template
Each of these templates helps organizations gain new insights into their customer base and help make improvements to product, marketing, and customer support processes.
Download them today to start working on your customer journey map.
2. B2B Customer Journey Map Example
This customer journey map clearly outlines the five steps Dapper Apps believes customers go through when interacting with them.
As you can see, it goes beyond the actual purchasing phase by incorporating initial research and post-purchase needs.
This map is effective because it helps employees get into the customers’ minds by understanding the typical questions they have and the emotions they’re feeling.
There are incremental action steps that Dapper Apps can take in response to these questions and feelings that will help it solve customers’ current problems.
3. Ecommerce Customer Journey Map Example
This fictitious customer journey map is a clear example of a day-in-the-life map.
Rather than just focusing on the actions and emotions involved in the customer’s interaction with the company, this map outlines all the actions and emotions the customer experiences on a typical day.
This map is helpful because it measures a customer’s state of mind based on the level of freedom they get from certain stimuli.
This is helpful for a company that wants to understand what its target customers are stressed about and what problems may need solving.
4. Future B2C Customer Journey Map Example
This customer journey map, designed for Carnegie Mellon University, exemplifies the usefulness of a future state customer journey map. It outlines the thoughts, feelings, and actions the university wants its students to have.
Based on these goals, CMU chose specific proposed changes for each phase and even wrote out example scenarios for each phase.
This clear diagram can visualize the company vision and help any department understand where they will fit into building a better user experience.
5. Retail Customer Journey Map Example
This customer journey map shows an in-depth customer journey map of a customer interacting with a fictitious restaurant.
This map style is clearly more comprehensive than the others. It includes the customer’s front-of-stage (direct) and back-of-stage (non-direct or invisible) interactions with the company, as well as the support processes.
This map lays out every action involved in the customer experience, including those of the customer, employees directly serving diners, and employees working behind the scenes.
By analyzing how each of these factors influences the customer journey, a company can find the root cause of mishaps and problem-solve this for the future.
Free Customer Journey Map Templates
To move your business from point A (deciding to focus on customer journeys) to point B (having a journey map), a key step is choosing which customer mindset to focus on.
This choice will guide you in selecting the right template.
1. Current State Template
If you’re using this template for a B2B product, the phases may reflect the search, awareness, consideration of options, purchasing decision, and post-purchase support processes.
For instance, in our Dapper Apps example, its phases were research, comparison, workshop, quote, and sign-off.
2. Day in the Life Template
Since this template reflects all the thoughts, feelings, actions, needs, and pain points a customer has in their entire daily routine — whether or not that includes your company — you’ll want to map out this template in a chronological structure.
This way, you can highlight the times of day you can offer the best support.
Get an interactive day in the life template.
3. Future State Template
Like the current state template, these phases may reflect the predicted or desired search, awareness, consideration of options, purchasing decisions, and post-purchase support processes.
Since this will take place in the future, you can tailor these phases based on what you’d like the customer journey to look like rather than what it currently does.
Get an interactive future state template.
4. Service Blueprint Template
Since this template is more in-depth, it doesn’t follow certain phases in the customer journey.
Instead, it’s based on physical evidence—the tangible factors that can create impressions about the quality and prices of the service—that often come in sets of multiple people, places, or objects at a time.
For instance, with my fictitious restaurant example above, the physical evidence includes all the staff, tables, decorations, cutlery, menus, food, and anything else a customer comes into contact with.
You would then list the appropriate customer actions and employee interactions to correspond with each physical evidence.
For example, when the physical evidence is plates, cutlery, napkins, and pans, the customer gives their order, the front-of-stage employee (waiter) takes the order, the back-of-stage employee (receptionist) processes the order, and the support processes (chefs) prepare the food.
Get an interactive service blueprint template.
5. Buyer’s Journey Template
You can also use the classic buyer’s journey — awareness, consideration, and decision — to design your customer journey map.
Get an interactive buyer’s journey template.
Charter the Path to Customer Success
Once you fully understand your customers’ experience with your business, you can delight them at every stage of their buying journey. Remember, many factors can affect this journey, including customer pain points, emotions, and your company’s touchpoints and processes.
I find customer journey maps most effective for visualizing this information, whether optimizing the customer experience or exploring a new business opportunity to serve a customer’s unrecognized needs.
Use the free templates I've shared in this article to start mapping the future of customer success at your business.
Editor's note: This post was originally published in August, 2018 and has been updated for comprehensiveness.
Free Customer Journey Template
Outline your company's customer journey and experience with these 7 free templates.
- Buyer's Journey Template
- Future State Template
- Day-in-the-Life Template
- And more!
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