Customer journey map
Also known as Journey map, User journey map
A customer journey map is a visual timeline of the steps a customer goes through to get something done with your product, from first need to ongoing use, showing what they do, think and feel at each stage.
What does a customer journey map include?
Stages along the top, such as noticing the problem, looking for a solution, signing up, getting value and renewing. Under each stage: what the customer does, what they are trying to achieve, the questions and worries they have, and where things go wrong.
How do you build a journey map from evidence?
Start from real conversations rather than a workshop. Onboarding calls, support tickets and churn reasons show where people get stuck, and sales calls show what triggered the search in the first place. Every step on the map should point back to something a customer actually said or did.
What is the difference between a journey map and a persona?
A persona describes who the customer is and what they need. A journey map describes what they go through over time. Most journey maps are drawn for one persona, because different groups take different routes.
Customer journey map, in brief
- What is a customer journey map?
- A customer journey map is a visual timeline of the steps a customer goes through to get something done with your product, showing what they do, think and feel at each stage.
- What is a customer journey map used for?
- To find the moments where customers get stuck, drop off or lose confidence, so the team can fix the steps that matter most rather than the ones that are easiest to see.
Put the theory to work.
Corha turns your calls, tickets and surveys into one evidence-backed picture of your customers, so these ideas become part of how your team works, not just definitions.
Try it with your own website, no account. We read the public page and keep nothing.