Keep in mind that interactions and touchpoints can and should be different depending on where someone found you, or how they got to your website. This includes the people they see or talk to, where they are, and the digital touchpoints or physical objects used to move them into the funnel. Mention what interactions users face during each step of the process. Extend describes what happens after the experience is over.
Exit explains what users experience as the process finishes.Engage defines what happens during the core moments of the process.Enter outlines what users experience as they begin the process.Entice describes how the user initially becomes aware of the brand.The steps section has five components: entice, enter, engage, exit, and extend: Outline the user experience from initial brand awareness to the purchasing and loyalty phases. Sections of the MURAL customer journey map template Customer journey steps Journey maps are crucial in understanding the customer experience, allowing business owners to increase revenue, decrease costs, and make areas of opportunity clear from the onset. These include both motivations and obstacles and illustrate key scenarios or processes from start to finish. About the customer journey map templateĬustomer journey maps create a framework to better understand customer needs. When possible, use this map to document and summarize interviews and observations with real people rather than relying on your hunches or assumptions. Use this framework to better understand customer needs, motivations, and obstacles by illustrating a key scenario or process from start to finish.
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