Drawing Customer Journey Map: [Step 1] Customers' actions

How do customers interact with your services starting from thinking of the use to the last? Customer journey map is one of the major tools used in Service Design to visualise what customers go through during their whole service processes.

Customer journey map can be different by service, even if among similar businesses like local coffee shop A and B. Drawing customer journey map is usually done manually, asking what action for customers is next to the business owner and/or experiencing the services in its design processes. This worksheet has an example of customer journey map of a selling-business. You can add and modify it, observing your services, to visualise your map. 😊

This worksheet contains 3 pages:

• a customer journey map example for (food-)selling services
• a how-to-use paper for the worksheet
• a blank template for drawing customer journey map freely

They are expected to help you see what customer journey map can be, how to draw in your case, and find points that your customers may have a little struggle during the service processes.

If the customer journey map looks quite different from your services and you feel easier to draw yours by yourself from the beginning, you can use the blank template on the third page. 😊