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Customer Journey Canvas

What journey does the most external meaningful customer experience, and what should improve?

Outcomes

  • A focused decision or design artifact that reuses earlier evidence
  • Earlier canvas outputs are referenced instead of repeated
  • The next decision, design step, or readiness gap is explicit

Work with this canvas

Use the purpose, outcomes, and instructions above as your static reference while capturing evidence in the interactive workspace.

Local canvas workspace

Customer Journey Canvas

What journey does the most external meaningful customer experience, and what should improve? Start with the most external meaningful customer. Describe their real journey before tracing inward to capabilities, internal processes, or implementation choices.

Active section: Persona. Select a section with a pointer, or focus it and press Enter or Space.

Persona

Who is the typical customer experiencing this journey?

Customer Discovers Need

How does the customer recognize their need or problem?

Customer Need Is Resolved

How is the customer's need ultimately resolved?

Journey Steps

What are the steps the customer takes in their journey?

Pains

What are the customer's pain points or challenges?

Gains

What are the customer's gains or benefits?

Inputs & Outputs

What are the inputs and outputs at each step?

Interaction & Processing Rules

What are the interaction and processing rules at each step?

Improvement opportunities

Which journey steps indicate that an underlying capability or process should be created, improved, automated, or removed?

Canvas metadata

APIOps Cycles · CC-BY-SA 4.0 · Osaango Ltd

How it works

  1. Start with the most external meaningful customer. Describe their real journey before tracing inward to capabilities, internal processes, or implementation choices.
  2. Complete only the sections that add a new decision or refinement.
  3. Carry the resulting decisions forward to the next station.
  4. Map journey steps with inputs/outputs
  5. Identify customer pains
  6. Summarize customer gains
  7. Define necessary inputs and resulting outputs
  8. Define interactions and processing expectations for each step

Related stations