# Customer journey map: what it is and how it works
> A customer journey map represents the path a person takes to achieve a goal in their relationship with an organisation.
URL: https://www.zorraquino.com/en/dictionary/customer-journey-map

# 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.

[The whole glossary](https://www.zorraquino.com/en/dictionary)

## 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

Topics

[Experience and service design](https://www.zorraquino.com/en/dictionary/category/experiencia-y-diseno-de-servicios)

## Related concepts

- [Customer journey](https://www.zorraquino.com/en/dictionary/digital-marketing/customer-journey.html)
- [Service blueprint](https://www.zorraquino.com/en/dictionary/digital-marketing/service-blueprint.html)
- [Customer experience](https://www.zorraquino.com/en/dictionary/internet/customer-experience.html)

## References

- [Nielsen Norman Group: journey research](https://www.nngroup.com/articles/research-journey-mapping/)