How to use
Step 1
Start by defining the main phases your customers go through, from awareness to purchase.
Step 2
Next, for each of those stages, specify the goal(s) customers have. Examples include budget or fast purchase, having fun, etc.
Step 3
Now move to the action lane. Define what actions customers take at each stage.
Step 4
Customer touchpoints refer to all points of contact between your customer and your brand. It can be a social media ad, visit to the website or in-store interaction with an employee, etc.
Step 5
During their experience, customers also face some challenging moments. Those belong to the Pain points lane.
Step 6
Finally, it’s time to map out the emotional journey customers go through. You can draw a line that goes up and down according to the positive or negative feelings.
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