Current state customer journey map

What is a current state customer journey map template?

A current state customer journey map template is a visualization tool that helps businesses understand how customers interact with their product or service today.

It helps teams identify pain points, improvement opportunities, and areas where customer engagement can be enhanced.

What’s inside the template?

The current state customer journey map template includes structured sections to guide your analysis:

1. Customer journey stages
   • A breakdown of key phases in the customer journey, such as research, comparison, decision-making, and post-purchase engagement.
2. Typical customer questions
   • Insight into the most common questions customers ask at each stage.
3. Emotional states
   • A visualization of customer emotions throughout the journey, from excitement and curiosity to uncertainty and anxiety.
4. Business response strategies
   • Recommended actions to address customer needs.

How to use the template

1. Use the template to define key phases in your customer’s journey.
2. Document the common concerns and hesitations customers have at each stage.
3. Track how customer sentiment shifts throughout the journey and identify areas for improvement.
4. Implement strategies that address customer needs and enhance their overall experience.
5. Continuously update the map as customer behavior evolves to keep improving the experience.

Download your current state customer journey map template

Current state customer journey map

Current state customer journey map A customer journey map can help you and your team to visualize your customers’ relationships with your org and product. Creating one is super useful for measuring the customer’s experience, something which can be a little abstract and hard to visualize. This he…

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