User-Journey-Map-Template

USER JOURNEY MAP
WRITE YOUR SUBTITLE HERE
AWARENESS
CONSIDERATION
ACQUISITION
SERVICE
LOYALTY
PR
Radio,
TV,
Print
Direct
Mail
Store/
Branch
Call Center/
IVR
Word of Mouth
Mailings
Offers in
Invoice
Agent/
Broker
Word of
Mouth
Search
Paid
Content
Websites
Chat
Community
Mobile App Site
Search
Online
Display
Survey
Loyalty
Program
DIGITAL TOUCHPOINTS
PHYSICAL TOUCHPOINTS

USER JOURNEY MAP
WRITE YOUR SUBTITLE HERE
DECIDE
TRAVEL
EXPERIENCE
RETURN
Looks up movies on phone
Decides which movie to see and which theater to go to
Buys ticket online from phone
Drives to movie theater
Stands in line and buys popcorn
Finds seat next to friend
Watches movie
Exits theater
Drives home
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2
3
4
5
6
7
8
9
ALICE RICHARDSON
Alice is going to the movies. She is excited to go out for the night and will meet her friend at the theater.
SCENARIO
Great movie, Friendly staff, Good seat.
EXPECTATIONS

INSPIRATION
RESEARCH
BOOKING &
TRYOUT
ARRIVING
PRODUCT
LEARNING
DECISION-
MAKING
USER JOURNEY MAP
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FEELING
THINKING
DOING
TOUCHPOINT
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
Green marketing is a practice where companies seek.
+ POSITIVE VIBES
- NEGATIVE VIBES

USER JOURNEY MAP
WRITE YOUR SUBTITLE HERE
BASELINE
GOOD
EXPERIENCE
BAD
EXPERIENCE
TOUCH
POINTS
ANTICIPATE
ENTER
ENGAGE
EXIT
REFLECT
Office
Car
Walk-in
Line
Order
Pay
Sit
Drink
Work
Pack up
Leave
Car
Worry
Good
Drink
Goodbye
Closing
Ambience
Aroma
Loud
Cold
Fake
Greeting
Factory Line
Convenient
Polite
Confined
Good
Temperature
Tasty Drink
Free
Wi-Fi
Loud