5 Key Elements
for Customer
Journey Maps

Customer journey maps
are important tools to
drive a design
conversation

But sometimes can be intimidating...

How many steps should I consider?
What level of detail is relevant?
When should I consider a map complete?
I'm not a visual person...

Focus on mapping the
key interactions of a
customer while using
your product or service.

Virtuous Cycle.

The more you socialize it:

  • More feedback
  • more insights
  • More ways to validate
5

Start with these five
elements

1 Moments
Registration
2 Customer intention
Registration
Speed & convenience
3 Touch-points
Registration
Speed & convenience
Web App
4 Pain-points
Registration
Speed & convenience
Web App
Info is confusing
5 Opportunities
Registration
Speed & convenience
Web App
Info is confusing
LLMs-driven UX

Example: Registration Journey

Moments
Registration
Email Verification
Profile Setup
First Login
Onboarding Tour
Intention
Speed & convenience
Confirm identity fast
Get started quickly
Access the product now
Understand the product
Touch-points
Web App
Email client
Web App form
Mobile App
In-app guide
Pain-points
Info is confusing
Email goes to spam
Too many required fields
Forgot password flow
Tutorial feels generic
Opportunities
LLMs-driven UX
SMS fallback option
Progressive profiling
Social login / Passkeys
Personalized path

Remember!

Journey maps are not
one-size-fits-all.

Adapt it to your project
needs 👍

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