Organize a large workshop to map the customer journey

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This work is conveniently carried out using colored stickers, they can be pasted and removed directly during the discussion. At the end, formulate recommendations: what the company should do to improve the customer experience at each stage.


4. Visualize the map
The easiest way to create a Customer Journey Map is in Excel or Google Sheets. But you can also use specialized services, for example:

Miro is an interactive online whiteboard for collaboration, there are ready-made ecuador phone number list CJM templates. In the free version, you can create three customer journey maps.
Uxpressia.com is a service for designing CJM. The free version only has one map, and there are also ready-made templates.
Smaply is a dedicated customer journey visualization tool. Prices start from €25.
Cxomni is a comprehensive customer experience management solution that includes tools not only for CJM visualization, but also for collecting feedback, monitoring performance indicators, and much more. Price: from $29 per user per month.
If you want to visualize the customer journey in a very colorful way, you can use one of the graphic design applications: Adobe Illustrator, Canva, Figma or Sketch. Some of them have ready-made CJM templates.

5. Collect feedback
Once you have created the map, you need to show it to a wider range of stakeholders: present the results of the work and get feedback. This way, you will convey the key ideas of the CJM to all team members and supplement the map if any important points were missed.

What's next?
The completed customer journey map should be posted in a publicly accessible place, for example, on the organization's internal website. All the points that the company plans to improve should be presented in the form of separate work schedules with specific deadlines and responsible people.