Live Tool
Journey setup
Emotion scale: -2 (frustrated) to +2 (delighted)
Word and Google Docs exports download an HTML document. Excel exports an `.xls` worksheet, and Google Sheets exports a CSV file that can be imported into Sheets.
Calculator Library / Customer Experience
Customer Journey Map Builder
Map what the customer does, where they interact with you, and how they feel at every stage of the journey. Edit each stage, and watch the emotion line chart update live alongside each stage's pain points and opportunities.
Editable Journey
Journey stages
Preview
Customer Journey Map
How to Use This Customer Journey Map Builder
Name the persona this journey represents, then add one stage for each major phase the customer moves through. For each stage, describe what the customer does, where that interaction happens, how they likely feel on a -2 to +2 scale, and any pain point or opportunity observed. The emotion chart plots the journey's highs and lows live.
Where This Fits
| Tool | Point of View |
|---|---|
| Customer Journey Map | Customer's experience, emotion, and touchpoints |
| Process Map / Swimlane Flowchart | Internal process steps and department handoffs |
| SIPOC Diagram | High-level process scope before detailed mapping |
Export and Print Options
Use Print / Save PDF to open the browser print dialog and save the finished journey map as a PDF. Use the Word and Excel buttons when you need an editable file for Microsoft Office. Use the Google Doc and Google Sheet buttons when you need a file that can be uploaded or imported into Google Drive.
FAQ
What is a Customer Journey Map?
A Customer Journey Map documents the stages a customer moves through when interacting with a product or service, capturing their actions, touchpoints, emotional response, pain points, and improvement opportunities at each stage.
How is a Journey Map different from a Process Map?
A Process Map documents internal steps and handoffs between departments. A Journey Map is built from the customer's point of view, focused on their experience and emotion rather than internal process detail.
How is emotion scored?
This tool uses a simple -2 to +2 scale per stage, from frustrated to delighted, plotted as a line so the team can see where the experience dips or peaks across the journey.
Can I export the journey map?
Yes. This tool supports print or save-as-PDF, Word-compatible HTML, Excel-compatible spreadsheet output, Google Docs-compatible HTML, and Google Sheets-compatible CSV.