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    The document describes mapping out a customer's journey by creating a persona profile that includes attributes, needs, challenges, and opportunities. It suggests mapping the user actions and touchpoints at different stages of the journey like awareness, consideration, purchase, onboarding, and advocacy. Pain points, emotions, and opportunities to improve the experience are also mapped out to better understand how to address the persona's needs and frustrations.

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    The document describes mapping out a customer's journey by creating a persona profile that includes attributes, needs, challenges, and opportunities. It suggests mapping the user actions and touchpoints at different stages of the journey like awareness, consideration, purchase, onboarding, and advocacy. Pain points, emotions, and opportunities to improve the experience are also mapped out to better understand how to address the persona's needs and frustrations.

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    © All Rights Reserved
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    11 views2 pages

    Think

    Uploaded by

    Lenovo
    The document describes mapping out a customer's journey by creating a persona profile that includes attributes, needs, challenges, and opportunities. It suggests mapping the user actions and touchpoints at different stages of the journey like awareness, consideration, purchase, onboarding, and advocacy. Pain points, emotions, and opportunities to improve the experience are also mapped out to better understand how to address the persona's needs and frustrations.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 2

    Customer Journey

    TIP: Duplicate these pages to


    repeat the exercise for
    another persona.

    Mapping
    Key Attribute Short Description

    Add adjectives Add phrases to


    to describe this bring this
    persona persona to life

    Persona 1
    Add a name and
    representative image

    Needs Challenges

    Add the
    persona's
    Add pain points
    reasons for
    or potential
    taking this
    frustrations
    particular
    journey

    Opportunities

    Add ways that


    your product or
    service can
    address the
    pain points
    TIP: Duplicate these pages to
    Persona 1 repeat the exercise for
    another persona.

    Awareness Consideration Purchase Onboarding Advocacy


    User Actions
    (Activities)

    Add your Add your Add your Add your Add your
    thought thought thought thought thought
    here here here here here
    Touchpoints
    (Interaction

    Example:
    Points)

    Email,
    Website, or
    Store
    (Frustrations.

    bottlenecks)
    Pain points

    errors, or

    Add your
    thought
    here

    D e l i g h t e d
    (Mood Meter)
    Emotions

    F r u s t r a t e d
    Possible Solutions
    (Opportunities to
    improve the
    experience)
    persona's

    Add your
    thought
    here

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