Customer Journey Mapping

A visual or written representation of every step a customer takes from first becoming aware of your brand to becoming a loyal advocate, including their emotions, actions, and pain points at each stage.

Most founders design their business from the inside out. Journey mapping forces a customer perspective. It reveals gaps between what you think the experience is and what customers actually encounter, including moments where trust breaks or enthusiasm fades.

A founder maps her customer journey: sees Instagram ad, visits website, confused by pricing page, leaves without buying, receives retargeting ad, returns, finds testimonials, adds to cart, abandons, receives email, buys, receives package, is delighted by packaging, posts UGC. Each step is an improvement opportunity.