Customer journey map templates to visualize your buyer’s point of view.
Use FigJam’s online whiteboard to plot your ideal customer journey from first to final touchpoints.
Bring over existing journey maps from Figma
If you already have a team library of journey map components and styles inside Figma, copy and paste them into FigJam to build out new maps faster. Curated tools and styling in FigJam let you edit most layers that you bring over.
No one journey is the same
Customer journey maps illustrate a buyer’s actions, emotions, and barriers as they interact with your brand, on a diagram. With FigJam you can:
Capture your customer personas: Create and import tabular data on target audiences directly into your FigJam workspace.
Capture and document customer’s touchpoints: Out-of-the-box shapes and connectors snap right into the grid for a visual representation of your buyer’s current and future states.
Organize, test, iterate: Widgets let you add branches to map customer interactions along the different stages of a user journey.
Chime in to bring this shared vision to life
The customer journey is something everyone should feel connected to and a part of. With audio for live conversations, cursor chats, stamps and emotes, and observation mode real-time collaboration is easier than ever. With Open sessions anyone can join your FigJam space for 24 hours—no new account required.
Get started with diagramming templates
Start diagramming with any of these free diagramming templates. Or, if you want to see how other teams jam with FigJam, head over to our Community.
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FAQs
A customer journey map is a visual representation of the steps a customer takes when interacting with a product, service, or company. Journey mapping should include every individual touchpoint to fully understand the buyer persona, customer needs, and potential pain points. It's an effective tool for a variety of stakeholders, including customer service, marketing, product, and design teams dedicated to creating an optimal user experience.
Click here to learn more about how to make an effective customer journey map.
Our free template helps teams map out the entire customer journey.
Start by identifying your target customer - develop a buyer persona to understand their needs, pain points, and goals. Map out their journey, making sure to include every customer touchpoint. Identify key actions within each touchpoint, and evaluate if there are opportunities to optimize that customer interaction.
Further customize your customer journey map with specific details, especially after gathering data from multiple sources (including feedback forms, customer service data, and more). Test and validate your map as needed to ensure accuracy.
Customer journey map templates help teams better understand customer behavior at each key touchpoint. In doing so, teams can address needs, create solutions for potential pain points within the buying process, and support overall customer retention efforts.
As part of this mapping experience, your goal should be to create an optimal customer experience. Some other tips include:
- Use multiple sources of data (qualitative and quantitative) to accurately portray customer behavior. Review market research, social media comments, customer service queries, and more.
- Get customer feedback to understand specific thought processes and feelings throughout different parts of their journey.
- Review the map regularly and make updates as needed to reflect existing and potential customers (especially if your product or service offering has changed significantly).
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