Persona-Based Customer Journey Map Template

What is a Persona-Based Customer Journey?

Persona-Based (or Persona-Led) Customer Journey Map is a variation on the Customer Journey Map putting the Persona, their background, and unique experience in the center. It’s simply a different way of laying out a Customer Journey Map. Instead of following a timescale, this one showcases a digest of touchpoints, actions, emotions, and takeaways. This living document would be useful as a summary of highlights to share with the rest of the organization working on a specific project such as launching a new product where the product, marketing, sales, and customer service experiences intersect. You can complete the Persona-Based Customer Journey after a deeper analysis of the User Persona.

How to create a Persona-Based Customer Journey?

There are 3 zones in the Persona-Based Customer Journey Map. 

• The left column is all about the Customer.

• Click and type a name for this Customer, relevant to their relationship with your product or organization. For example “GenX Prosumer,” or “Working Mother.” 
• Write a quick background. Imagine a life-like scenario they would go through, their goals, and obstacles through this scenario.
• Update the Preferred Channels through which you can reach these customers. You can also edit this module to reflect another factor you might like to highlight such as different types of touchpoints. 
  

• The center is about the Journey.

• Include pieces of top findings of your Customer Journey Mapping here. The stages are labeled here from Awareness to Advocacy. You can edit these terms to what’s best suitable to your Customers’ experience over different stages.
• The experience chart tracks the wave of emotions from adverse (0) to favorable (100). Check out our Intuitive Guide to Customer Journey Mapping. 
  

• The right column is about what’s next.

• Briefly list opportunities for new features, growth, and new channels. List them for each stage of the purchase funnel. Or only display the highlights of your choosing.
• Use the task module to check off some immediate To Dos. These can be top priorities for different teams as a way of connecting purpose across the organization.

Click and fill out Xtensio’s easily editable Persona-Based Customer Journey Map template with your own insights. Set different colors or fonts to make it your own.

Alternatively, select among other types of Customer Journey Maps. Available among Xtensio’s easily editable living document templates for Product Management and Design.

Try Xtensio First. Create an account if you like it.