We want to know: How do you design your customer journey maps?

Hi @Tayan H 

This is the format we use for our customer journey, using guidance from Emfluence (https://www.crmsoftwareblog.com/2021/05/how-to-build-a-customer-journey-map-with-microsoft-dynamics/). 

It examines the following:

1. 5 stages of the customer journey (Awareness, Consideration, Convert, Loyalty, Advocacy)
2. Channels of communication
3. Key performance metrics
4. Customer responses (perceived) 
5. Opportunities for improvement 

This format is preferred as it’s a holistic view of the entire process, showing the key activities involved in the analytics. This allows for greater transparency and easily identifies shortcomings or strengths during the journey. It would be ideal if the graph can follow in a segment under the 5 steps. I’ve not seen any diagrams in this format that captures this holistic view. (Lucid can be the first :)  ) 

This is also another great sample from the Neilson Norman Group which identifies the high and low points: 

 https://www.nngroup.com/articles/analyze-customer-journey-map/

Hi @Ria S , thank you for these examples; they are super insightful🤗 

I believe our closest template is the 5 E’s customer journey template. This template helps to understand the customer's feelings and interactions with the product, and it will help to improve customer experience overall. 

However, you can create your own template! It would be amazing to have your perspective on it.  Please review our Work with Templates article from the Lucid Help Center and let us know if you have any other questions. 

Thanks @Anica M  :)