Customer Journey / Experience Map INSTRUCTIONS & IDEAS www.yourcompany.

com

Guiding Principles 1. Start by looking at yourself in the mirror. What guiding principles drive your business?
What drives your company? What drives your company? What drives your company? What drives your company?

Customer Journey – Stages, Motivations, & Actions

STAGES ? what stages your customer ?will naturally pass through along
2. Write out ? their journey… ? ?
? ? ? ? ?
YOU DO ? 3. What are your teams and your product supposed to be doing at each stage?
? ? ? ? ? ?

WHAT IS
THE
CUSTOMER
SUPPOSED 4. What is your customer supposed to be doing with your product and how are they interacting
TO BE…
with your teams at each stage?
DOING?

• ? • ? • ? • ? • ?
THINKING? • ? 5. What is your customer •thinking
? about during each stage?
• ? • ? • ?
• ? • ? • ? • ? • ?

• ? • ? • ? • ? • ?
FEELING? • ? 6. What is your customer •feeling
? during each stage? • ? • ? • ?
• ? • ? • ? • ? • ?

? ? ? ? ?
EXPERIENCE ? 7. What is your customer supposed
? to experience at each ?stage? ? ?
? ? ? ? ?

Value Creation Opportunities

Universal By stages… By stages…

? ? ? ? ? ?
8. What opportunities to create and capture value naturally arise at each stage of the journey?
? ? ? ? ?
Customer Journey / Experience Map www.neosys.co.id

Guiding Principles
What drives your company? What drives your company? What drives your company? What drives your company?

Customer Journey – Stages, Motivations, & Actions

STAGES ? ? ? ? ?
? ? ? ? ?
YOU DO ?
? ? ? ? ? ?

WHAT IS
THE
CUSTOMER
SUPPOSED
TO BE…

DOING?

• ? • ? • ? • ? • ?
THINKING? • ? • ? • ? • ? • ?
• ? • ? • ? • ? • ?

• ? • ? • ? • ? • ?
FEELING? • ? • ? • ? • ? • ?
• ? • ? • ? • ? • ?

? ? ? ? ?
EXPERIENCE ? ? ? ? ?
? ? ? ? ?

Value Creation Opportunities

Universal By stages… By stages…

? ? ? ? ? ?

? ? ? ? ?