Customer Journey Map cover image

Customer Journey Map


After working with a client on large static printouts of customer journey maps I saw a problem. The printouts appeared final often leading them to become stagnant and outdated. This motivated me to lead an R&D initiative at Universal Mind to use technology and improve the process of recording, presenting and sharing customer journey maps. I used previous experiences and interaction with clients to define a product offering.

Sketch of a user flow of the customer journey map prototype
Sketch of the layout for the customer journey map prototype
Sketch of a popover to add location to the customer journey map

Sketching allowed me to quickly generate and develop ideas. I then shared the sketches to gather user feedback and define requirements. I then defined a visual style to use for an interactive mobile HTML prototype for two of the main user flows.

Screen mockup of the customer journey map HTML prototype.

The HTML prototype was a key component used to get buy in from stakeholders and start to show the potential for such a product. The stakeholders liked the idea and established a new team to design and develop an iOS app.

Screen mockup of the customer journey map HTML prototype.

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