Journey maps are a great way to visualize the end-to-end pathway that customers take. Everyone can see at what point the journey starts (e.g. realising a specific goal needs to be achieved), ends (e.g. achieving that goal), as well as various significant moments, choices, pain points and opportunities along the way.

It's easy to put too much onto one journey map, which can hamper clarity and understanding. This journey map template uses a set of customer quotes along a timeline, to show the essence of a journey according to what customers are saying about it. You can add, remove, resize and change the colors of the various speech balloons along the timeline, to suit the journey you want to display.

The template also includes space for commentary along the bottom, as well as some icons you can use to represent pain points and opportunities.

- Clear, shared understanding of a specific end-to-end journey your customers take
- Increased empathy for customers taking that journey
- Streamlined communication across various teams and players involved in improving the journey
- Increased collaboration and alignment across departments for better customer success
- A framework for ongoing analysis and optimization