Aware

Customer

Goal Statement for the

user experience during
this phase.

Step

Experience

Break the touchpoints

into steps and describe
the activities.
"A quote from the user
when we get this
right."

Behind the
Scenes

Backstage

Channels
(Frontstage)

Line of Interaction
Touchpoint title: Write
Communicatio a description of the
n Channels: touchpoint, or put an
image/sketch here.
Print
Web
Phone
Mobile

Line of Visibility

Employees

Describe what has to

happen in the
backstage for this step.

Describe what has to

happen in the support
for this step.
Organization

Join

Use

Develop

Leave (once or permanently)