Customer Journey Mapping Checklist
Make a customer journey mapping checklist: scope the journey, gather evidence, map stages and touchpoints, find pain points and turn them into owned fixes.
- Free
- No sign-up to try
- Works as you type
5 stages, 20 steps
1. Scope
- Choose the customer type or persona to map
- Choose the journey's start and end points
- Write down the question the map should answer
- Invite people from every team the journey touches
2. Research
- Interview a handful of real customers
- Review support tickets, reviews and survey comments
- Pull analytics for the key steps, including where people drop off
- Go through the journey yourself and take notes
3. Map
- List the stages from the customer's point of view
- Add what the customer does and the touchpoints in each stage
- Add what they think and feel, using quotes where you can
- Mark which team owns each touchpoint
4. Pain points and moments that matter
- Mark the pain points and where customers drop off
- Mark the moments that most affect whether they stay
- Check each pain point against the evidence
5. Act
- List possible fixes for the biggest pain points
- Rank them by impact and effort
- Give the top fixes an owner and a date
- Share the map and plan with the teams involved
- Set a date to update the map with new evidence
Free, no sign-up to try. Your checklist becomes a Room you can edit, publish and share.
How it works
How the Customer Journey Mapping Checklist works
- 1
Pick the stages
Keep the stages you need and name an owner for each.
- 2
Add your own steps
Add steps specific to your team or product.
- 3
Share the checklist
Create a Room everyone ticks off together from one link.
Worked example
What it makes
1. Scope
Pick one customer, one journey and a reason for mapping it.
- Choose the customer type or persona to map
- Choose the journey's start and end points
- Write down the question the map should answer
- Invite people from every team the journey touches
2. Research
Base the map on evidence, not assumptions.
- Interview a handful of real customers
- Review support tickets, reviews and survey comments
- Pull analytics for the key steps, including where people drop off
- Go through the journey yourself and take notes
3. Map
Lay out the journey as the customer lives it.
- List the stages from the customer's point of view
- Add what the customer does and the touchpoints in each stage
- Add what they think and feel, using quotes where you can
- Mark which team owns each touchpoint
4. Pain points and moments that matter
Find where the experience breaks or shines.
- Mark the pain points and where customers drop off
- Mark the moments that most affect whether they stay
- Check each pain point against the evidence
5. Act
Turn the map into changes with owners.
- List possible fixes for the biggest pain points
- Rank them by impact and effort
- Give the top fixes an owner and a date
- Share the map and plan with the teams involved
- Set a date to update the map with new evidence
Who it's for
Who uses it
CX teams
Run journey mapping as a project with clear owners.
Product teams
Base the map on research, not assumptions.
Service designers
Make sure the map ends in changes, not a poster.
Good to know
What to consider
- This is a step-by-step checklist for producing a journey map; draw the map itself on a whiteboard or in your design tool.
Questions
About the Customer Journey Mapping Checklist
Does it draw the map?
No. It's the process for making one: scope, research, mapping and action. Draw the map in the tool your team already uses and link it in the Room.
Where do the steps come from?
From a step library written and reviewed by people, not generated per visitor. Pick the stages you need, name an owner for each and add your own steps.
Make your checklist now
Free, no sign-up to try. It becomes a Room you can edit, publish and share.
Create my checklistRelated
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