12 templates
Customer journey map templates
Customer and user journey maps with the arithmetic done: stages as columns with rows for goals, actions, touchpoints, thoughts, pain points, opportunities and owners/metrics, a persona card, and an emotion curve scored −2…+2 across the stages with a face on every stage. The engine computes the moment of truth (the lowest-scored stage, ties named), the peak, the pain points per stage, the sharpest drop and the average, and flags stages that carry pain points with no opportunity against them.
Journey Map — Switching Broadband Provider
Six stages of a fibre upgrade from first search to first bill, with the missed install slot computed as the moment of truth at −2 carrying 3 of the 8 pain points, the first month the +2 peak, and the first bill flagged as a stage with two pain points and no opportunity against them. Fictional company and figures.
Business & StrategyJourney Map — SaaS Trial to Paid
A 14-day self-serve trial of a B2B work-management tool for a 40-person team: the customer-goal row states what each stage is for, the trial-end budget case to finance is computed as the moment of truth at −2 with 3 of 7 pain points, connecting integrations is the +2 peak, and the sharpest drop is the 4 points between them. Fictional company and figures.
Business & StrategyJourney Map — Online Apparel Purchase and Return
A first-time mobile shopper buying jeans in two sizes to be safe, with no phase bands: trying them on is the +2 peak, the return is computed as the moment of truth at −2 carrying 3 of 7 pain points, and the 4-point fall from try-on to return is the sharpest drop on a curve that averages exactly 0. Fictional company and figures.
Business & StrategyJourney Map — Outpatient Referral to Treatment Plan
A patient referred by her GP to rheumatology, scored from referral to treatment plan: the nine-week wait is computed as the moment of truth at −2 carrying 3 of 6 pain points, the treatment plan is the +2 peak, and the curve averages +0.3 with a 3-point drop from referral into the waiting list. Fictional hospital and figures, not clinical guidance.
Operations & OpsJourney Map — First-Time Buyer Mortgage
Seven stages of a joint 90% loan-to-value application: a down-valuation is computed as the moment of truth at −2, pre-approval, the offer and completion share a TIED +2 peak, all 7 pain points fall before the offer, and the sharpest drop is the 3 points from pre-approval into the full application. Fictional lender and figures.
Business & StrategyJourney Map — International Student, Offer to First Week
A postgraduate student moving from Pune for a September intake: the visa stage is computed as the moment of truth at −2, the offer and the first week share a TIED +2 peak, 6 pain points split evenly across deposit, visa and enrolment, and the sharpest drop is the 3 points from offer to deposit. Fictional university and figures.
Business & StrategyJourney Map — Flight Cancellation and Recovery
A parent travelling with two children through an evening cancellation, timed to the minute: the cancellation itself is computed as the moment of truth at −2 carrying 3 of 7 pain points, a compensation payout in 11 days is the +2 peak, and the curve averages −0.2. Fictional airline and figures; passenger-rights rules vary by jurisdiction.
Operations & OpsJourney Map — Motor Insurance Claim
A not-at-fault collision from roadside to renewal with a TIED low point: first notice of loss and the renewal quote are both computed as moments of truth at −2 and both columns are highlighted, settlement is the +2 peak, and the 4-point fall from settlement to renewal is the sharpest drop. Fictional insurer and figures.
Operations & OpsJourney Map — New-Hire Onboarding, Offer to 90 Days
A remote senior engineer from signed offer to the 90-day review: day one without repository access is computed as the moment of truth at −2 carrying 3 of 7 pain points, the offer and the 90-day review share a TIED +2 peak, and the sharpest drop is the 3 points into a silent pre-boarding month. Fictional employer and figures.
Operations & OpsJourney Map — Enterprise P1 Incident
A retailer's head of engineering living through a payments outage at the lunchtime peak, timed from first alert to post-incident review: reporting the P1 is computed as the moment of truth at −2, the honest post-incident review is the +2 peak, and all 4 pain points sit in the first three stages. Fictional vendor and figures.
Operations & OpsJourney Map — Applying for a Disabled Parking Permit
A son applying online on behalf of his 78-year-old mother across five stages: the eight-week assessment is computed as the moment of truth at −2, the permit arriving is the +2 peak, evidence-gathering and assessment tie for the most pain points with 2 each, and the curve averages −0.4. Fictional council and figures; not a description of any real scheme.
Operations & OpsJourney Map — Business Hotel Stay
A frequent business traveller's two-night stay booked direct: a midnight check-in with one receptionist is computed as the moment of truth at −2 carrying 3 of the 4 pain points, app check-out with a VAT-ready invoice is the +2 peak, and the 3-point fall from pre-arrival to arrival is the sharpest drop. Fictional hotel and figures.
Business & Strategy