Customer journey map
A customer journey map represents the path a person takes to achieve a goal in their relationship with an organisation
What it means, how it is used and where it comes up, with its related concepts.
What it is and how it works
It can show stages, actions, channels, needs and friction. It should state which profile, situation and period it refers to and distinguish evidence from hypotheses. It helps prioritise improvements and coordinate teams. It differs from the service blueprint, which adds the operations needed to deliver that experience.
Also known as
Customer experience map, Journey map