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How to create a customer journey map
Define clear objectives for the map
Identify the purpose of your customer journey map, the experience it is based on, and its audience. Your map can be based on an actual, hypothetical, or future customer experience.
Conduct customer persona research to understand your customer's goals
Collect info on your customer, including variables they're likely to experience during their journey with your company. List related touchpoints, actions, channels, motivations, pain points, and ownership.
Start mapping the user journey to include touchpoints
With your customer's info collected, add elements to your customer journey map that address the touchpoints and objectives specific to your customer.
Identify gaps along the customer journey and refine
Identify potential pain points in the customer journey. Lucidchart makes it easy to visualize and refine the journey to ensure the customer has an efficient and satisfying experience.
Present and share
Share your user journey map with stakeholders to implement appropriate solutions. Keep your map accessible to easily test, update, and improve it every six months or so.