E-Commerce CX Audits
Map every step of the online shopping journey to identify where customers drop off or feel frustrated. Use satisfaction scores to prioritize improvements that directly impact conversion.
AI Chart Template
Customer Experience Map Template
Visualize your entire customer journey — from first impression to loyal advocate — with satisfaction scores and multi-team touchpoints on one clear map.
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Customer Experience Map Template
Visualize your entire customer journey — from first impression to loyal advocate — with satisfaction scores and multi-team touchpoints on one clear map.
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Template
What This Template Offers
A ready-to-use customer experience map covering five key journey stages — Awareness, Consideration, Purchase, Delivery, and Post-Purchase — with satisfaction scores and actor assignments built in.
- Five pre-built journey stages from Awareness to Post-Purchase
- Satisfaction scores (1–5) for every customer touchpoint
- Multi-actor support: Customer, Website, Support Team, and Logistics
- Visual score indicators that instantly surface friction points
- Fully editable stages, tasks, and actors to match your business
Use cases
Perfect Use Cases
Cross-Team Alignment
Bring marketing, support, and logistics onto the same page by visualizing which teams own each touchpoint. Makes handoffs clear and accountability visible.
Product and UX Research
Translate user interview findings and survey data into a structured journey map. Share with stakeholders to build consensus around customer pain points.
Customer Success Planning
Identify post-purchase moments — like onboarding and loyalty sign-ups — where proactive engagement can turn one-time buyers into returning customers.
Customize
How to Customize
Edit Journey Stages and Tasks
Add, rename, or remove sections and tasks to match your specific product or service flow. Each task supports its own satisfaction score and actor assignments.
Assign Actors to Touchpoints
Define the teams, systems, or personas involved at each step. You can add new actors — such as a mobile app or a third-party partner — in seconds.
Adjust Satisfaction Scores
Update scores based on real customer feedback, NPS data, or usability test results to reflect your actual CX performance and highlight areas to fix.
Key Benefits
- Covers the full customer lifecycle in a single, shareable diagram
- Satisfaction scores make pain points immediately visible at a glance
- Multi-actor view aligns internal teams around shared customer outcomes
- AI-powered generation lets you describe your journey and get a draft instantly
Pro Tips
- Use real NPS or CSAT scores for each task to make your map data-driven rather than assumed
- Focus improvement efforts on stages with the lowest average scores — in this template, the 'Applies discount code' task at score 2 is a clear quick win
- Export and embed the map in your team wiki or client deck to keep everyone aligned without extra meetings
Start now
Create Your Own Customer Experience Map
Describe your customer journey and let AI build a tailored experience map in seconds — no design skills needed.
or upload your data file
- Free to start
- No sign-up required
- AI-powered
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