Create a journey
From Customer journeys press New journey. Start from a ready sector template (digital account opening, government service request, online purchase and delivery, branch visit, complaint and resolution) or from a blank journey that starts with five default stages: Awareness, Consideration, Purchase, Use and Support. Every journey has an Arabic and an English name.
Stages and touchpoints
- Stage: a column on the map with a goal and a description.
- Touchpoint: every customer interaction inside the stage (branch visit, call, app notification). Add one with Add touchpoint and drag to move it.
- Emotion: set the expected or measured emotion level at each touchpoint; the emotion line across stages is drawn above the map and the lowest point is highlighted.
Measurement: link a touchpoint to a question
This is what separates the map from a drawing on paper:
- Open the touchpoint and press Link questions.
- Pick a survey and a question (usually NPS, CSAT or CES). You can link several; the first is the primary metric shown on the card.
- If you have no suitable survey, press Create a survey for this touchpoint and a linked survey is created, ready to publish.
Once linked, the touchpoint card shows the current metric value, the number of responses and feedback items, and updates with every new response. The measurement map shows which touchpoints still have no survey.
Extra layers
Add layers per stage such as systems used, responsible staff or pain points, to document the full journey.
Versions and restore
Save a version whenever you like with Save version and a label. Under Versions, review the differences (stages and touchpoints added or removed, emotion and layer changes) and restore any version; a "Before restore" version is saved automatically first.
Print and share
Print opens a print-ready view you can save as PDF. To present to customers or management you can also share the journey with a public link from Read-only sharing.