Jira & Confluence 
Bitrix24 Journey map · Empathy map · PowerPoint
Customer journey map template — with empathy map and persona
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Fill it in and download it in Word for free.
Short answer. Map what your customer does, thinks and feels at each stage, where they meet you and where you can do better. Stages: from first need to repeat purchase (your customer).
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Base the map on what customers told you, not on what you hope.
Open the journey map below and pick one persona.
Deadlines
The rules, with the source
| What | Deadline | Source |
|---|---|---|
| Stages | from first need to repeat purchase | your customer |
| Evidence | quotes and data from real customers | your research |
| Opportunities | one fix per pain point, with an owner | your team |
A template gives structure; the facts, numbers and pictures are yours to check.
Step by step
What to do, in order
1
Pick one persona
One real type of customer per map.
2
Fill the stages
Actions, thoughts, emotions and touchpoints.
3
Find the fixes
Mark the worst moments and decide what to change.
Questions
What is a customer journey map?
A picture of the steps a customer goes through, with their actions, thoughts and feelings at each step.
Is an empathy map included?
Yes — Says, Thinks, Does and Feels on one slide.
Can I use it for employees?
Yes — change the stages to hiring, onboarding and so on.
Other documents
Keep the papers in one place
Letters, receipts and notices in one folder you can share with family or a lawyer. The templates and the editor are free; Layers is free for up to 20 people.
Research aid only. Use real customer evidence and keep personal data private.