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What is a Customer Journey Map?

How Do We Use Them?

What Components Does a Journey Map Include?

Must-haves

Nice-to-haves

The Process

1. Review Goals
2. Gather Research
3. Touchpoint and Channel brainstorms
4. Empathy map
5. Brainstorm with lenses
6. Affinity diagram
7. Sketch the journey
8. Refine and digitize