{"id":234348,"date":"2024-08-31T01:20:51","date_gmt":"2024-08-31T01:20:51","guid":{"rendered":"https:\/\/userpilot.com\/blog\/customer-journey-map-examples\/"},"modified":"2026-04-03T09:45:45","modified_gmt":"2026-04-03T09:45:45","slug":"customer-journey-map-examples","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/customer-journey-map-examples\/","title":{"rendered":"8 Customer Journey Map Examples [+ Templates]"},"content":{"rendered":"<p><a href=\"https:\/\/www.gartner.com\/en\/marketing\/insights\/articles\/3-steps-to-creating-customer-journey-maps-people-will-use\" target=\"_blank\" rel=\"nofollow noopener\">According to Gartner<\/a>, companies that properly use customer journey maps are twice as likely to outperform their competitors that don\u2019t. But to unlock such effective results, first, you need to know how to create impactful maps\u2014which is what these 8 customer journey map examples are for.<\/p>\n<p>From Uber to Starbucks, all these examples share the same aim: to understand customer interactions, emotions, and pain points throughout their journey.<\/p>\n<p>To enhance the customer experience and ultimately <a href=\"https:\/\/userpilot.com\/product\/product-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive product engagement<\/a>, let\u2019s explore these 8 examples to help you achieve that goal!<\/p>\n<h2 id=\"6e2ke\">Types of customer journey maps<\/h2>\n<p>Every customer\u2019s journey is unique. So there\u2019s no universal customer <a href=\"https:\/\/userpilot.com\/blog\/journey-mapping\/\">journey mapping<\/a> template for all companies to adopt. To help you pick the right type, here&#8217;s a look at the most commonly used map formats.<\/p>\n<ul>\n<li><strong>Current state<\/strong>: Visualize the current customer experience based on actual interactions as of today. Useful for <a href=\"https:\/\/userpilot.com\/blog\/how-to-identify-customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\">identifying customer pain points<\/a> and setting the stage for future state mapping based on how you&#8217;d like the customer experience to be.<\/li>\n<li><strong>Day in the life<\/strong>: Maps a customer&#8217;s entire daily routine chronologically to provide context and insights into when and where your product or service might be most valuable.<\/li>\n<li><strong>Future state<\/strong>: Envisions how the customer journey should look in the future. It focuses on potential improvements, <a href=\"https:\/\/userpilot.com\/blog\/customer-wants-and-needs-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer desires, and wants<\/a> while aligning the changes with future goals.<\/li>\n<li><strong>Service blueprint<\/strong>: Details behind-the-scenes processes and interactions performed by the company to support the customer journey. The service blueprint is the counterpart of a journey map since it focuses on the company&#8217;s view instead of the customer&#8217;s perspective.<\/li>\n<\/ul>\n<h2 id=\"3s75n\">Customer journey map examples<\/h2>\n<p>Customer journey mapping also helps reduce costs since you\u2019re no longer making improvements on hunches alone. However, you only enjoy these benefits once you know how to <a href=\"https:\/\/userpilot.com\/blog\/create-user-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">create a solid journey map<\/a>. Let&#8217;s learn how to do that with these successful customer journey map examples.<\/p>\n<h3 id=\"5vc9k\">Spotify&#8217;s premium customer journey map<\/h3>\n<p>Spotify created a customer journey map to understand potential changes in user behavior and emotions once they became paid customers. You should use such a map when you need to learn how to boost conversion while <a href=\"https:\/\/userpilot.com\/blog\/boost-customer-engagement\/\" target=\"_blank\" rel=\"noopener noreferrer\">keeping customers engaged<\/a> for retention.<\/p>\n<p>Let\u2019s delve into the various elements tracked with this customer journey map:<\/p>\n<ul>\n<li>Customer journey stages and potential user interactions in each stage, from opening the mobile app until they engage with shared music from friends.<\/li>\n<li>Highlights various user touchpoints, such as app usage and music discovery.<\/li>\n<li>Includes multiple channels like Spotify\u2019s mobile and desktop platforms.<\/li>\n<li>The map also captures users\u2019 thoughts and emotions, from excitement to potential frustration, along different journey stages.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/spotify-premium-customer-journey-map_76a90ef9929329c191c4c4c44b74a75e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/spotify-premium-customer-journey-map_76a90ef9929329c191c4c4c44b74a75e_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/spotify-premium-customer-journey-map_76a90ef9929329c191c4c4c44b74a75e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/spotify-premium-customer-journey-map_76a90ef9929329c191c4c4c44b74a75e_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/spotify-premium-customer-journey-map_76a90ef9929329c191c4c4c44b74a75e_800.png\" alt=\"Spotify's customer journey map\" \/><\/picture><figcaption>Spotify\u2019s map for refining music-sharing features.<\/figcaption><\/figure>\n<h3 id=\"6crfq\">Uber&#8217;s first-time experience journey map<\/h3>\n<p>Uber&#8217;s experience map was created to understand and <a href=\"https:\/\/userpilot.com\/blog\/first-time-user-experience-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">optimize the first-time user experience<\/a>, starting from the initial moment they interacted with the app. So, use this map to <a href=\"https:\/\/userpilot.com\/blog\/how-to-run-a-successful-saas-onboarding-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">improve the onboarding experience<\/a> and refine the user experience for new customers.<\/p>\n<p>Moving on to the elements, here\u2019s everything the <a href=\"https:\/\/userpilot.com\/blog\/user-journey-map\/\">user journey map<\/a> tracks:<\/p>\n<ul>\n<li>Details key user interactions from signing up and setting up payment information to requesting a ride and experiencing their first trip.<\/li>\n<li>Highlights multiple channels for potential touchpoints, including the mobile app and <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> interactions.<\/li>\n<li>Captures user emotions throughout the journey, ranging from anticipation to potential confusion.<\/li>\n<li>Breaks the experience into stages to highlight critical moments where users might need additional guidance.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/uber-first-time-experience-journey-map_7b96227b129ce8ef137e9760aba7b6bc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/uber-first-time-experience-journey-map_7b96227b129ce8ef137e9760aba7b6bc_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/uber-first-time-experience-journey-map_7b96227b129ce8ef137e9760aba7b6bc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/uber-first-time-experience-journey-map_7b96227b129ce8ef137e9760aba7b6bc_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/uber-first-time-experience-journey-map_7b96227b129ce8ef137e9760aba7b6bc_800.png\" alt=\"Uber's customer journey map example\" \/><\/picture><figcaption>Uber\u2019s map for improving onboarding experiences.<\/figcaption><\/figure>\n<h3 id=\"ent1t\">Chatmate&#8217;s customer journey mapping example<\/h3>\n<p>Chatmate&#8217;s customer journey map pinpoints <a href=\"https:\/\/userpilot.com\/blog\/user-problems\/\" target=\"_blank\" rel=\"noopener noreferrer\">where users encounter problems<\/a>, identifying customer pain points and opportunities throughout their interactions. This map is particularly valuable when <a href=\"https:\/\/userpilot.com\/blog\/how-to-measure-new-feature-success\/\" target=\"_blank\" rel=\"noopener noreferrer\">launching new features<\/a>.<\/p>\n<p>Here are the various elements tracked with this experience map:<\/p>\n<ul>\n<li>Divides the <a href=\"https:\/\/userpilot.com\/blog\/how-to-measure-user-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">user\u2019s experience<\/a> into customer journey stages.<\/li>\n<li>Highlights key user interactions for each stage, from initial discovery to ongoing engagement.<\/li>\n<li>Lists important touchpoints to drive engagement at each stage, such as digital ads during awareness or tutorials for onboarding.<\/li>\n<li>Includes various channels, such as mobile apps and web interfaces.<\/li>\n<li>Captures users\u2019 emotions, ranging from initial curiosity and excitement to potential confusion or irritation at specific stages.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chatmate-customer-journey-map_fbac7f2069122690fcaac0152f0ada40_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chatmate-customer-journey-map_fbac7f2069122690fcaac0152f0ada40_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chatmate-customer-journey-map_fbac7f2069122690fcaac0152f0ada40_800.png 1x, https:\/\/images.storychief.com\/account_6827\/chatmate-customer-journey-map_fbac7f2069122690fcaac0152f0ada40_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/chatmate-customer-journey-map_fbac7f2069122690fcaac0152f0ada40_800.png\" alt=\"Chatmate's journey map examples\" \/><\/picture><figcaption>Unearth problem areas with Chatmate\u2019s map.<\/figcaption><\/figure>\n<h3 id=\"2vhiv\">Starbuck&#8217;s repeat customer experience map example<\/h3>\n<p>Any list of the best customer journey mapping examples needs to include Starbucks. Starbucks developed a customer journey map to understand how <a href=\"https:\/\/userpilot.com\/blog\/repeat-customers\/\" target=\"_blank\" rel=\"noopener noreferrer\">repeat customers<\/a> interact with the brand. Build this map when you want to <a href=\"https:\/\/userpilot.com\/blog\/customer-experience-management-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">manage repeat customer experiences<\/a> to <a href=\"https:\/\/userpilot.com\/blog\/drive-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive retention<\/a>.<\/p>\n<p>Here\u2019s a detailed look at the elements tracked using this journey map example:<\/p>\n<ul>\n<li>Customer journey stages and potential interactions from the initial visit to ongoing use.<\/li>\n<li>Highlights <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-touchpoints\/\" target=\"_blank\" rel=\"noopener noreferrer\">journey touchpoints<\/a>, such as mobile orders, in-store visits, and customer loyalty rewards.<\/li>\n<li>Includes multiple channels, like the app, physical store, and digital communications.<\/li>\n<li>Captures customers&#8217; emotions through each stage of the experience, ranging from satisfaction to potential frustration.<\/li>\n<li>Differentiates between different customer experience types, i.e. poached, baseline, or enriched.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/starbuck-experience-map_ce945abfd3b3ae29b6e964cafbe28c35_800.png 1x, https:\/\/images.storychief.com\/account_6827\/starbuck-experience-map_ce945abfd3b3ae29b6e964cafbe28c35_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/starbuck-experience-map_ce945abfd3b3ae29b6e964cafbe28c35_800.png 1x, https:\/\/images.storychief.com\/account_6827\/starbuck-experience-map_ce945abfd3b3ae29b6e964cafbe28c35_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/starbuck-experience-map_ce945abfd3b3ae29b6e964cafbe28c35_800.png\" alt=\"Starbucks experience map\" \/><\/picture><figcaption>Starbuck\u2019s map for optimizing repeat customer experiences.<\/figcaption><\/figure>\n<h3 id=\"eoueb\">Rail Europe&#8217;s journey map with customer touchpoints by channels<\/h3>\n<p>Rail Europe created a journey map to enhance the travel booking experience. The purpose was to optimize how customers engage with Rail Europe\u2019s services by <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-touchpoints-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">refining customer journey touchpoints<\/a> and their multiple channels throughout the booking process.<\/p>\n<p>Let\u2019s explore all the elements tracked with this customer journey map example:<\/p>\n<ul>\n<li>Customer journey stages and potential user interactions, from searching for train options to finalizing a booking.<\/li>\n<li>Highlights multiple channels for possible touchpoints, such as the website, mobile app, <a href=\"https:\/\/userpilot.com\/blog\/customer-service-kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service<\/a>, email communications, and beyond.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/customer-sentiment-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Tracks customer sentiments<\/a> at different stages, ranging from enthusiasm about trip planning to potential dissatisfaction if challenges arise during booking or travel.<\/li>\n<\/ul>\n<p>Do note that due to the multi-channel approach, this <a href=\"https:\/\/userpilot.com\/blog\/customer-journey-map-template\/\">customer journey map template<\/a> is quite dense. So, only use it if you are comfortable undertaking such complexity.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/rail-europe-journey-map_a93e347df12ab6b0040b69174cf2cc0e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/rail-europe-journey-map_a93e347df12ab6b0040b69174cf2cc0e_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/rail-europe-journey-map_a93e347df12ab6b0040b69174cf2cc0e_800.png 1x, https:\/\/images.storychief.com\/account_6827\/rail-europe-journey-map_a93e347df12ab6b0040b69174cf2cc0e_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/rail-europe-journey-map_a93e347df12ab6b0040b69174cf2cc0e_800.png\" alt=\"Rail Europe's journey map\" \/><\/picture><figcaption>Multi-channel customer journey map by Rail Europe.<\/figcaption><\/figure>\n<h3 id=\"f4naj\">Etsy&#8217;s service blueprint map<\/h3>\n<p>Etsy developed the service blueprint map with the main aim of <a href=\"https:\/\/userpilot.com\/blog\/customer-service-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">perfecting its customer service<\/a> and shopping experience. The purpose was to build up various touchpoints and processes that could <a href=\"https:\/\/userpilot.com\/blog\/improve-customer-satisfaction-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">enhance customer satisfaction<\/a> and streamline complex support processes.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/etsy-blueprint-map_9aaa3d74b3ea78c2be7d2aed82649952_800.png 1x, https:\/\/images.storychief.com\/account_6827\/etsy-blueprint-map_9aaa3d74b3ea78c2be7d2aed82649952_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/etsy-blueprint-map_9aaa3d74b3ea78c2be7d2aed82649952_800.png 1x, https:\/\/images.storychief.com\/account_6827\/etsy-blueprint-map_9aaa3d74b3ea78c2be7d2aed82649952_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/etsy-blueprint-map_9aaa3d74b3ea78c2be7d2aed82649952_800.png\" alt=\"Etsy's service blueprint map\" \/><\/picture><figcaption>Etsy\u2019s service blueprint map.<\/figcaption><\/figure>\n<p>Let\u2019s deep dive into the elements tracked with this blueprint map:<\/p>\n<ul>\n<li>Customer journey stages are divided into time stamps.<\/li>\n<li>Potential <a href=\"https:\/\/userpilot.com\/blog\/customer-interactions-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a>, from browsing and purchasing items to post-purchase support and feedback.<\/li>\n<li>Highlights important touchpoints at the back end, such as the website interface, customer service activity, and order fulfillment.<\/li>\n<li>Includes multiple channels like online chat, email, and <a href=\"https:\/\/userpilot.com\/blog\/in-app-notifications\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app notifications<\/a>.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/track-user-sentiment\/\" target=\"_blank\" rel=\"noopener noreferrer\">Tracks user sentiments<\/a>, ranging from enthusiasm during the <a href=\"https:\/\/userpilot.com\/blog\/product-discovery-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">discovery process<\/a> to annoyance with order issues or support delays.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/etsy-service-blueprint_1e79e03dbdcf22b7992bc469c15db2a2_800.png 1x, https:\/\/images.storychief.com\/account_6827\/etsy-service-blueprint_1e79e03dbdcf22b7992bc469c15db2a2_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/etsy-service-blueprint_1e79e03dbdcf22b7992bc469c15db2a2_800.png 1x, https:\/\/images.storychief.com\/account_6827\/etsy-service-blueprint_1e79e03dbdcf22b7992bc469c15db2a2_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/etsy-service-blueprint_1e79e03dbdcf22b7992bc469c15db2a2_800.png\" alt=\"Etsy's detailed service blueprint\" \/><\/picture><figcaption>Useful for improving customer service.<\/figcaption><\/figure>\n<h3 id=\"6sljb\">Amazon&#8217;s customer journey map<\/h3>\n<p>Customer journey map examples can&#8217;t be complete without mentioning Amazon. Amazon&#8217;s journey map was designed to improve its complex e-commerce experience and <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">drive customer engagement<\/a>.<\/p>\n<p>This map is particularly helpful for identifying specific experience touchpoints and metrics\u2014like <a href=\"https:\/\/userpilot.com\/blog\/conversion-rate-optimization-for-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">conversion rates<\/a> and purchase assists\u2014crucial for optimizing processes.<\/p>\n<p>Let\u2019s explore the key elements captured in this customer journey map:<\/p>\n<ul>\n<li>Details user interactions across various touchpoints, from searching for products and adding items to the cart to completing a purchase.<\/li>\n<li>Includes multiple channels, like Amazon&#8217;s website, mobile app, and <a href=\"https:\/\/userpilot.com\/blog\/personalized-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service<\/a>.<\/li>\n<li>Captures customer emotions and concerns, ranging from anticipation during browsing to potential dissatisfaction if problems occur during checkout or delivery.<\/li>\n<li>Tracks success metrics across each stage of the customer journey.<\/li>\n<\/ul>\n<p>Do note, Amazon&#8217;s customer journey map template is incredibly detailed and complicated. So, only use it if you&#8217;re comfortable with such complexities.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/amazon-customer-journey-map_c00796a154b9094a2d2fc65105f2c6b5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/amazon-customer-journey-map_c00796a154b9094a2d2fc65105f2c6b5_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/amazon-customer-journey-map_c00796a154b9094a2d2fc65105f2c6b5_800.png 1x, https:\/\/images.storychief.com\/account_6827\/amazon-customer-journey-map_c00796a154b9094a2d2fc65105f2c6b5_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/amazon-customer-journey-map_c00796a154b9094a2d2fc65105f2c6b5_800.png\" alt=\"Amazon's customer journey framework\" \/><\/picture><figcaption>Amazon\u2019s map for building e-commerce processes.<\/figcaption><\/figure>\n<h3 id=\"50f9f\">HubSpot&#8217;s customer journey map for identifying friction<\/h3>\n<p>Finally, there&#8217;s HubSpot&#8217;s simple customer journey map example, ideal for &#8220;a day in the life&#8221; mapping. The map was designed to <a href=\"https:\/\/userpilot.com\/blog\/customer-friction\/\" target=\"_blank\" rel=\"noopener noreferrer\">identify friction points<\/a> in the customer experience and <a href=\"https:\/\/userpilot.com\/blog\/solving-customer-problems\/\" target=\"_blank\" rel=\"noopener noreferrer\">solve problems customers encounter<\/a> throughout their journey.<\/p>\n<p>Building this type of map is especially useful when aiming to improve the success of <a href=\"https:\/\/userpilot.com\/blog\/b2b-customer-engagement-strategies\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer engagement strategies<\/a>.<\/p>\n<p>Here are all the elements this customer journey map can track:<\/p>\n<ul>\n<li>Outlines customer interactions throughout various times of the day.<\/li>\n<li>Tracks touchpoints such as <a href=\"https:\/\/userpilot.com\/blog\/product-discovery-techniques\/\" target=\"_blank\" rel=\"noopener noreferrer\">product discovery<\/a>, engagement with <a href=\"https:\/\/userpilot.com\/blog\/types-of-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a>, and decision-making processes.<\/li>\n<li>Emphasizes different channels, including HubSpot\u2019s website, email communications, and <a href=\"https:\/\/userpilot.com\/blog\/customer-service-metrics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service<\/a>.<\/li>\n<li>Captures <a href=\"https:\/\/userpilot.com\/blog\/customer-sentiment-score\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer sentiments<\/a>, from initial enthusiasm during product exploration to potential disappointment when encountering obstacles or delays.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/hubspot-customer-journey-map_3b2d777c5186990d4108bad912868c13_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/hubspot-customer-journey-map_3b2d777c5186990d4108bad912868c13_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/hubspot-customer-journey-map_3b2d777c5186990d4108bad912868c13_800.png\" alt=\"Hubspot's customer journey map\" \/><\/picture><figcaption>Remove friction with HubSpot\u2019s journey map.<\/figcaption><\/figure>\n<h2 id=\"e1nea\">How to create customer journey maps?<\/h2>\n<p>Inspired to create your own customer journey maps? Here&#8217;s a concise guide to building effective maps, from initial planning to data collection for populating your map. Let&#8217;s get started!<\/p>\n<h3 id=\"4pvba\">Determine your customer journey mapping objectives<\/h3>\n<p>The first step is to <a href=\"https:\/\/userpilot.com\/blog\/goal-setting-frameworks-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">set your goals<\/a> for the customer journey map. Clearly define what you hope to achieve with the map. For instance, are you looking to<a href=\"https:\/\/userpilot.com\/blog\/customer-pain-points\/\" target=\"_blank\" rel=\"noopener noreferrer\"> uncover customer pain points<\/a>, or is the objective to <a href=\"https:\/\/userpilot.com\/blog\/customer-engagement-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">improve customer engagement<\/a>?<\/p>\n<p>Also, define which stage of the customer journey you will focus on, such as onboarding, purchase, or retention.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/journey-map-stages_aa7b8e6493dc1ee03a3936001f1f89cb_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/journey-map-stages_aa7b8e6493dc1ee03a3936001f1f89cb_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/journey-map-stages_aa7b8e6493dc1ee03a3936001f1f89cb_800.png\" alt=\"Customer journey stages\" \/><\/picture><figcaption>Stages of a customer\u2019s journey.<\/figcaption><\/figure>\n<p>Lastly, figure out who needs to be involved in the creation and utilization of the customer&#8217;s journey map. Consider involving key stakeholders, such as marketing, customer support, and<a href=\"https:\/\/userpilot.com\/blog\/product-team-structure\/\" target=\"_blank\" rel=\"noopener noreferrer\"> product teams<\/a>, to ensure a thorough and well-defined strategy.<\/p>\n<h3 id=\"2gdeb\">Identify and build the customer personas<\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/persona-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">Creating accurate customer personas<\/a> helps you understand your ideal customers by identifying their key characteristics and behaviors. You can build such personas by first gathering data through <a href=\"https:\/\/userpilot.com\/blog\/in-app-surveys\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app surveys<\/a>, interviews, and <a href=\"https:\/\/userpilot.com\/blog\/product-analytics-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">product analytics<\/a>. Here&#8217;s an example:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/customer-persona-example_f1fa18fddaf19fc4f2a6474891280b93_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-persona-example_f1fa18fddaf19fc4f2a6474891280b93_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/customer-persona-example_f1fa18fddaf19fc4f2a6474891280b93_800.png 1x, https:\/\/images.storychief.com\/account_6827\/customer-persona-example_f1fa18fddaf19fc4f2a6474891280b93_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/customer-persona-example_f1fa18fddaf19fc4f2a6474891280b93_800.png\" alt=\"Typical customer persona card.\" \/><\/picture><figcaption>Typical customer persona card.<\/figcaption><\/figure>\n<p>To simplify persona creation, consider utilizing tools like the <a href=\"https:\/\/userpilot.com\/blog\/customer-profile-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer profile<\/a> feature. The feature enables you to compile and analyze gathered information, ensuring your personas reflect the real needs and preferences of your target audience.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-profile-engagement-userpilot-google-analytics-alternative_27e3ff0fbefe74ff58b100eb3a43b1e2_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-profile-engagement-userpilot-google-analytics-alternative_27e3ff0fbefe74ff58b100eb3a43b1e2_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-profile-engagement-userpilot-google-analytics-alternative_27e3ff0fbefe74ff58b100eb3a43b1e2_800.png 1x, https:\/\/images.storychief.com\/account_6827\/user-profile-engagement-userpilot-google-analytics-alternative_27e3ff0fbefe74ff58b100eb3a43b1e2_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/user-profile-engagement-userpilot-google-analytics-alternative_27e3ff0fbefe74ff58b100eb3a43b1e2_800.png\" alt=\"user engagement profile\" \/><\/picture><figcaption>Track user engagement.<\/figcaption><\/figure>\n<h3 id=\"cune0\">Use a suitable customer journey map template<\/h3>\n<p>There are several <a href=\"https:\/\/userpilot.com\/blog\/b2b-saas-customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey map<\/a> formats and templates to choose from, each serving a different function.<\/p>\n<p>So, pick a template or framework that aligns with your objectives and the specific stage of the customer journey you&#8217;re focusing on. Select one that provides <a href=\"https:\/\/userpilot.com\/blog\/data-visualization-ux-best-practices\/\" target=\"_blank\" rel=\"noopener noreferrer\">clear visualizations<\/a>, accommodates the data you will gather, and effectively highlights pain points and improvement areas.<\/p>\n<p>Here&#8217;s a template from Miro:<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/customer-journey-map-template_0e679b668d10a75a2cc8b1eaaa720832_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/customer-journey-map-template_0e679b668d10a75a2cc8b1eaaa720832_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/customer-journey-map-template_0e679b668d10a75a2cc8b1eaaa720832_800.png\" alt=\"Customer journey map template\" \/><\/picture><figcaption>Source: Miro.<\/figcaption><\/figure>\n<h3 id=\"bu56i\">Collect data to fill in your journey map<\/h3>\n<p>Before you start populating your customer journey map, you must first collect the relevant <a href=\"https:\/\/userpilot.com\/blog\/analyze-customer-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer data<\/a>. Some great sources for comprehensive data include customer interviews, surveys, and <a href=\"https:\/\/userpilot.com\/blog\/customer-feedback-collection\/\" target=\"_blank\" rel=\"noopener noreferrer\">feedback collection<\/a>.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/market-research-survey_09482819b82215d9e5055602b10d6d49_800.png 1x, https:\/\/images.storychief.com\/account_6827\/market-research-survey_09482819b82215d9e5055602b10d6d49_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/market-research-survey_09482819b82215d9e5055602b10d6d49_800.png 1x, https:\/\/images.storychief.com\/account_6827\/market-research-survey_09482819b82215d9e5055602b10d6d49_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/market-research-survey_09482819b82215d9e5055602b10d6d49_800.png\" alt=\"In-app feedback collection\" \/><\/picture><figcaption>Create feedback surveys.<\/figcaption><\/figure>\n<p>You can also <a href=\"https:\/\/userpilot.com\/blog\/user-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">use analytics data<\/a> to uncover behavioral patterns and <a href=\"https:\/\/userpilot.com\/blog\/drop-off-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">drop-off points<\/a>.<\/p>\n<h2 id=\"djd9\">Templates for customer journey mapping process<\/h2>\n<p>Finally, it&#8217;s time to explore different templates for mapping various customer journeys. There are various tools available with their own templates, each offering unique features for brainstorming, collaboration, and customization. Let&#8217;s go over all the options to find the best fit for your needs.<\/p>\n<h3 id=\"ec710\">Customer journey map templates in Miro<\/h3>\n<p>Considering the level of customizability they offer, Miro&#8217;s templates are suitable for creating journey maps for projects of all kinds.<\/p>\n<p>You can adjust stages and paths, add notes or extra steps, and <a href=\"https:\/\/userpilot.com\/blog\/visual-data\/\" target=\"_blank\" rel=\"noopener noreferrer\">integrate visuals<\/a>, ensuring a tailored approach to mapping your customer\u2019s journey. The same template can be used to explore all customer journey stages, like the <a href=\"https:\/\/userpilot.com\/blog\/customer-onboarding-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding map<\/a> below.<\/p>\n<p>Miro aids collaboration by allowing teams to co-create simultaneously. Team members can also brainstorm in real-time by adding sticky notes and comments to the map.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/miro-journey-map-template_0c742242d640982c0fc156d73314f3bc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-journey-map-template_0c742242d640982c0fc156d73314f3bc_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/miro-journey-map-template_0c742242d640982c0fc156d73314f3bc_800.png 1x, https:\/\/images.storychief.com\/account_6827\/miro-journey-map-template_0c742242d640982c0fc156d73314f3bc_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/miro-journey-map-template_0c742242d640982c0fc156d73314f3bc_800.png\" alt=\"Miro's customer journey map template\" \/><\/picture><figcaption>Miro\u2019s customizable onboarding journey map template.<\/figcaption><\/figure>\n<h3 id=\"2mhks\">Customer journey map templates in Figma<\/h3>\n<p>Use Figma&#8217;s template to visualize key interactions of a customer&#8217;s experience with your product, from initial contact to purchase and retention.<\/p>\n<p>Figma supports collaboration with immediate updates, enabling team members to co-design together. Teams can also add comments within the design to aid the brainstorming process.<\/p>\n<p>Lastly, you can adjust the template as needed by adding stages, updating content, managing connecting flows, and integrating feedback.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/figma-journey-map-template_2fce7fb3b1b116b5bfe2a58a6d2dc1f0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/figma-journey-map-template_2fce7fb3b1b116b5bfe2a58a6d2dc1f0_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/figma-journey-map-template_2fce7fb3b1b116b5bfe2a58a6d2dc1f0_800.png 1x, https:\/\/images.storychief.com\/account_6827\/figma-journey-map-template_2fce7fb3b1b116b5bfe2a58a6d2dc1f0_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/figma-journey-map-template_2fce7fb3b1b116b5bfe2a58a6d2dc1f0_800.png\" alt=\"Figma journey map templates\" \/><\/picture><figcaption>Figma\u2019s map template for visualizing interactions.<\/figcaption><\/figure>\n<h3 id=\"3dsrc\">Customer journey map templates in Canva<\/h3>\n<p>Canva offers a variety of templates, most of which are useful for visually tracking and <a href=\"https:\/\/userpilot.com\/blog\/user-experience-interaction-guidelines\/\" target=\"_blank\" rel=\"noopener noreferrer\">improving user experience interactions<\/a>.<\/p>\n<p>Canva facilitates collaboration with its real-time editing, comments, and reactions features, allowing team members to work together.<\/p>\n<p>You can also customize the template by adjusting text, colors, and layout, as well as adding icons and graphics to align with your specific needs and branding. While Canva is a good option, its customizability features are simple and more suited for beginners.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/canva-journey-map-template_ab62e7557f2eb34c8d5258e6c5884dc0_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/canva-journey-map-template_ab62e7557f2eb34c8d5258e6c5884dc0_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/03\/canva-journey-map-template_ab62e7557f2eb34c8d5258e6c5884dc0_800.png\" alt=\"Canva journey map templates\" \/><\/picture><figcaption>Account for user emotions with Canva\u2019s journey map.<\/figcaption><\/figure>\n<h2 id=\"3nqbd\">Conclusion<\/h2>\n<p>The customer journey is not a linear path but an ongoing cycle of interactions and experiences. Nevertheless, we hope these customer journey map examples give you a starting point on how to build one. You can also try tools like Miro, Figma, and Canva, which provide great templates to build upon.<\/p>\n<p>Looking to refine your customer journey map with data-driven insights? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Get a Userpilot Demo <\/a>and see how we can help you with effective user research.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>According to Gartner, companies that properly use customer journey maps are twice as likely to outperform their competitors that don\u2019t. To enhance the customer experience and ultimately drive product engagement, let\u2019s explore these 8 examples to help you achieve that goal!<\/p>\n","protected":false},"author":55,"featured_media":234350,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[488],"tags":[6387,869,1603,6640,619,5574,558,422],"class_list":["post-234348","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-engagement","tag-customer-interactions","tag-customer-journey","tag-customer-journey-map","tag-customer-pain-points","tag-product-engagement","tag-user-interactions","tag-user-journey-example","tag-user-journey-mapping"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>8 Customer 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Product Adoption, User Onboarding and Good UX | Userpilot Blog\" \/>\n<meta property=\"article:published_time\" content=\"2024-08-31T01:20:51+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-04-03T09:45:45+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2024\/08\/8-customer-journey-map-examples-plus-templates_840d08c0e413d11d47ce1277afb8d529_2000.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1876\" \/>\n\t<meta property=\"og:image:height\" content=\"1228\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Linh Khanh\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Linh Khanh\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"13 minutes\" \/>\n<script 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