Customer Journey Mapping Example: Buy TV Online


This is a Customer Journey Map that shows the customer experience involved in buying TV online. It involves 5 stages - awareness, research, consider, purchasing and post-sales support. Activities, customer thinking & feeling and ideas for improvement are listed under the stages.

Click Use This Template to edit this Customer Journey Map template. Edit it to suit your need.

What is Customer Journey Mapping?

A Customer Journey Map (aka User Journey Mapping) is a visual representation that shows every experience your customers have with your product/service. It tells the story of a customer's experience with your brand from initial engagement into a long-term relationship (e.g. brand awareness to purchasing to receiving post-sale service).

How to perform Customer Journey Mapping?

Have you ever wondered how to perform Customer Journey Mapping with a specialized software? Visual Paradigm Online is the answer.

  1. Create a blank Customer Journey Map. You may create from scratch or to start from a template.
  2. Customize the map by creating the rows and columns you need - touchpoints, action items, etc.
  3. Fill-in the map.

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