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Customer Journey Mapping Poster (PDF)

File Type: 3-page PDF document
Secondary File: PowerPoint (PPTX)


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Lifetime document updates included with purchase.
Supplemental PPTX document also included.
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  1. Provides a summary of the process for creating a customer experience journey map.
  2. Serves as a supplementary tool for your Customer Journey Mapping workshop.
  3. Print the poster in A3/A4 size right out from your office copier machine.


This product (Customer Journey Mapping Poster) is a 3-page PDF document with a supplemental PowerPoint document, which you can download immediately upon purchase.

Customer Journey Mapping is the process of creating a graphical representation of the steps and stages a customer goes through to experience a product or service.

The Customer Journey Mapping Poster provides guidelines for creating a journey map. The poster illustrates the key steps for creating an example current state map for an online shopping experience.

The poster is available in two distinct themes: a vibrant color scheme and a professional monochrome version. In both formats, the poster comes in a convenient PDF as well as an editable PPTX format, enabling effortless printing on A3/A4-sized paper from standard office copier machines. This versatile resource can be prominently displayed on employee workstations or distributed alongside your training materials.

The Customer Journey Mapping Poster supplements the Customer Journey Mapping training presentation materials. It serves as a takeaway and summary of your customer experience presentation.

The Customer Journey Mapping Poster describes the seven steps for creating a journey map. They include:

Step 1: Persona – Identify the customer embarking on the journey.

Step 2: Stages – Organize the journey into major stages.

Step 3: Goals – Define the customer's goals and expectations.

Step 4: Actions – Define what the customer is doing, including the interaction points.

Step 5: Thoughts & Feelings – Include the customer's thoughts and feelings in the different stages of the journey to empathize with them.

Step 6: Metrics – Map quantitative data (e.g. satisfaction rating) onto the journey to show the relationship to the qualitative information.

Step 7: Opportunities – Identify opportunities for improvement and innovation, or that require more research to create a future state journey.

Quotations from Dale Carnegie and Steve Jobs related to customer experience are included.

Got a question about the product? Email us at support@flevy.com or ask the author directly by using the "Ask the Author a Question" form. If you cannot view the preview above this document description, go here to view the large preview instead.

Source: Best Practices in Customer Decision Journey PDF: Customer Journey Mapping Poster PDF (PDF) Document, Operational Excellence Consulting


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File Type: PDF pdf (PDF)
File Size: 377.7 KB
Number of Pages: 3

Terms of usage (for all documents from Operational Excellence Consulting)

Initial upload date (first version): Sep 20, 2021
Most recent version published: Sep 20, 2021


Author: Operational Excellence Consulting

Additional documents from author: 219

Operational Excellence Consulting is a management training and consulting firm dedicated to enhancing the effectiveness and productivity of individuals and organizations. Our mission is to drive lasting beneficial change by leveraging design thinking and lean management approaches. [read more]

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