Digital Customer Experience Mapping Tool


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Understand the persona journey in-depth through using the following:

  • Stage: Which stage the persona is in their experience.
  • Attitudes: The persona's thoughts and feelings through each stage of the experience.
  • People and Things: Those with direct contact with the persona during each stage of the experience.
  • Background Support: Those with indirect contact with the persona during each stage of the experience.
  • Pain Point: Identify whether or not each step of the experience is a pain point or not.

Use this tool to understand how to best change the variables related to each step of the experience to alleviate pain points for each persona.

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Search Code: 80397
Published: April 7, 2016
Last Revised: March 31, 2016

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