Customer Journey Mapping Example: Online Banking Password Recovery


This is a Customer Journey Map (CJM) example that shows the customer experience involved in online banking password recovery. The journey is found and documented from the angle of a persona who are extremely busy and dislike spending time on banking -related staff. In the journey map, touchpoints, customer activities, customer thinking and feeling, customer experience are documented.

Use this Customer Journey Map example as a starting point and customize it for your need. Click Use This Template to begin.

What is Customer Journey Mapping

The Customer Journey Map is a customer experience tool to visualize the experience of interacting with your brand from the customer's angle. This map forces you to focus on how your customers actually feel about your brand versus how you think they do. With this information, you can better deliver on customers' expectations.

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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