Free Customer Journey Mapping Tool — Map CX

See it work

Customer journey map examples.

Same tool, four requests. Every drawing below is a real render.

What you type

Create a customer journey map for online grocery delivery with four stages: Discover, Choose, Order and Receive. In Discover, the customer searches for neighborhood delivery and worries about produce quality. In Choose, they compare delivery fees and time slots and need clear substitutions. In Order, they build a basket and check out, with unavailable delivery slots as friction. In Receive, they track the driver and check the order, with an opportunity to resolve missing items quickly.

Then tryAdd a post-delivery review stage.Change the order friction to a payment error.

Matrix / quadrant: Online grocery delivery

Matrix / quadrant · 2×2 / N×M quadrant convention · schematex-matrix

Rather start from a finished drawing? Browse 98 matrix templates →

The drawing

What a customer journey map is.

A customer journey map is a visual account of the steps a person takes to accomplish a goal with a business. It records stages, channels and touchpoints alongside what the customer is trying to do, think or feel.

A useful map names the moments where the experience breaks down and the team that can improve them. It is based on research and should describe a specific customer and scenario, not an average of every possible journey.

Standard: 2×2 / N×M quadrant convention
Engine: schematex-matrix
Editable: Double-click text, drag nodes
Export: SVG · PNG · PDF

Matrix / quadrant: What a customer journey map is

Who uses it

Who uses customer journey maps.

Product teams

Find friction in activation and onboarding before customers abandon a new product.

Service designers

Coordinate the handoffs that shape a visit from booking through follow-up.

Customer experience teams

Trace a stressful claim process and prioritize clearer updates and ownership.

How it works

How to make a customer journey map in three steps.

Describe it

One paragraph is enough to start.

“Create a customer journey map for online grocery delivery with four stages: Discover, Choose, Order and Receive. In Discover, the customer searches for neighborhood delivery and worries about produce quality. In Choose, they compare delivery fees and time slots and need clear substitutions. In Order, they build a basket and check out, with unavailable delivery slots as friction. In Receive, they track the driver and check the order, with an opportunity to resolve missing items quickly.”

See the drawing

Drawn by the right engine.

Say what changes

Every edit keeps a version.

Add a post-delivery review stage.

V2 · DRAWN FROM V1, NOTHING RETYPED

FAQ

Common questions

What is a customer journey map?

It is a visual description of a customer's steps, touchpoints, needs and pain points while pursuing a specific goal with an organization.

What should a journey map include?

Include a defined customer or segment, a scenario, journey stages, touchpoints, actions, questions or emotions, pain points and opportunities. Add evidence from research where available.

How is a journey map different from a service blueprint?

A journey map focuses on the customer experience. A service blueprint adds the people, processes and systems behind each touchpoint that deliver that experience.

When should I make a customer journey map?

Use one when improving an experience, designing a new service, investigating churn or aligning teams around what customers encounter across channels.

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