Best Practice Report

Use Seven Common Building Blocks To Get The Most Out Of Your Journey Maps

July 3rd, 2023
Joana de Quintanilha, VP, Principal Analyst
Joana de Quintanilha VP, Principal Analyst
Sam Karpinski, null
Sam Karpinski
With contributors:
Rick Parrish , Anna Synakh , Ananya Suresh , Shayna Neuburg

Summary

Customer experience (CX) practitioners are often unsure of how to present the elements of their journey maps. This report shares examples of seven common elements: metrics, emotion curves, ecosystem maps, multiple personas, illustrations, supplementary deliverables, and future-state maps. Practitioners can use these examples to envision how they might create maps that help them achieve their goals.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.