Customer Journey Mapping

I've been exploring different types of maps.  The last post introduced a Knowledge Map.  This post will be introducing my first attempt at creating a customer journey map.

For a basic video introduction, see "How to Create a Customer Journey Map" by UX Mastery.

Consultants are often hired to help organizations develop their customer journey map. Do they ever apply the approach to their own services? (Click to Tweet this!)

Below is my initial map.  I suspect this would evolve over time to be more based on real experience than current expectations/wishful thinking.

Click on the image to open the map in a new tab.