What is the Customer Journey Map Workflow?
The Customer Journey Map Workflow helps you visualise the steps customers take as they engage with your product or service. It highlights friction points, drop-offs, and activation opportunities — translating the customer experience into measurable system improvements.
Why It Matters
Understanding the customer journey turns intuition into clarity. By mapping customer progression, you can:
- Detect bottlenecks in acquisition, activation, or retention
- Identify moments that drive satisfaction or churn
- Align teams around experience-based metrics
- Prioritise interventions with the highest customer impact
How It Works
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Define the Journey Stages Outline key milestones (e.g., awareness → signup → activation → retention).
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Add Metrics for Each Stage Assign measurable indicators to track customer progression.
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Link Bets to Stages Map initiatives designed to improve specific steps.
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Run Driver or Bet Impact Analysis Identify which stages — and which interventions — have the biggest influence on overall performance.
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Iterate with Data Track improvement over time as interventions roll out.
What You’ll Get
- Visual journey view with performance metrics per stage
- Drop-off and conversion insights
- Stage-level impact analysis
- Prioritised improvement opportunities
Best Practices
- Keep journeys focused and specific — one core flow per map.
- Combine qualitative insights (surveys, interviews) with quantitative data.
- Revisit regularly as product or customer behavior changes.
- Link improvements directly to Flow Board bets for measurable outcomes.
Summary
The Customer Journey Map Workflow transforms experience understanding into measurable strategy. By connecting customer behavior to metrics and bets, it ensures every improvement effort moves both the user and the business forward.