Visualize experience.
Journey mapping captures end-to-end experience across touchpoints to reveal data points, gaps, and delayed interactions.
Customer journey mapping is a foundational activity within customer experience (CX) design, helping teams understand how people move through services, identify what requires attention, and prioritize improvements.
View the journey map by stage.
| Stages | Discover | Explore | Engage | Complete | Follow Up |
|---|---|---|---|---|---|
| What people do |
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| What requires attention | Awareness and entry pointsHow people find the service and understand where to begin. | Information clarityHow people evaluate options and understand available information. | Process complexityHow people move through required steps, inputs, and documentation. | Confirmation and confidenceHow people know a task has been completed successfully. | Ongoing communicationHow people remain informed and understand next steps. |
| Where improvements can help | Clarify entry points | Simplify content and choices | Reduce steps and support uploads | Confirm submission and expectations | Provide status and next actions |
Awareness and entry points. How people find the service and understand where to begin.
Clarify entry points.
Information clarity. How people evaluate options and understand available information.
Simplify content and choices.
Process complexity. How people move through required steps, inputs, and documentation.
Reduce steps and support uploads.
Confirmation and confidence. How people know a task has been completed successfully.
Confirm submission and expectations.
Ongoing communication. How people remain informed and understand next steps.
Provide status and next actions.