Create your first journey map

A journey map is a visual representation of the end-to-end experience a customer goes through while interacting with your brand. It helps teams understand customer actions, emotions, pain points, and opportunities across different stages and touchpoints.

Watch this video for a quick walkthrough on how to create your first journey map.

A journey board is a way to organize multiple related customer journeys into a single collection based on shared goals, behaviors, or experience patterns. Instead of analyzing journeys in isolation, a journey board helps teams understand how similar journeys align, differ, and evolve across the same product, service, or use case.

Step 1: Go to Journey Management and select the workspace where you want to create the journey map.

Step 2: Click on + New Board button to start creating a board

Step 3: Give your board a name and click on Save to create a new board.

Step 4: Once a board is created, click anywhere on it to access the board details and create journey maps

Step 5: Click on + New Journey button to start creating a journey map

Step 6: A journey map with the basic building blocks like Stages, Steps, Lanes(Sentiment, Image, Metrics, Action etc.) will be created

Step 7: You can enrich each touchpoint (stage/step) by adding customer goals, emotions, pain points, and metrics.

• Analyze customer pain points and friction areas.
• Identify opportunities to improve experiences across stages.
• Collaborate with stakeholders using a shared visual view.
• Continuously update the journey as customer behavior evolves.

Yes. Journey maps are fully editable. You can update stages, touchpoints, insights, and metrics at any time to keep the journey aligned with real customer experiences.

• Start with a clear persona and use case.
• Keep stages simple and focused on customer intent.
• Base insights on real data whenever possible.
• Review and refine journeys regularly with cross-functional teams.