Cheat sheet: customer journey maps
Journey maps visualize the experience a user or customer has over time. Like a movie tells a story of an actor as a sequence of scenes, a journey map illustrates customer experiences as a sequence of steps. This cheat sheet summarizes the most important details of a journey map.
Journey maps can vary depending on their goal, context, detail, etc. Anyway, a classic structure of journey maps may look like the following:
- steps / titles
- storyboard with photos and other images
- texts and descriptions
- channels of communication
- emotional values
- dramatic arc
There are many more details you can add to a journey map, always keep your individual case in mind. Use the cheat sheet as an introduction to the topic, or as a reminder to put on your desk.