Customer Journey Map

What you are looking at below is an example from one of the UX bootcamp classes that I teach through the Digital Workshop Center.

This student exercise had been built around the sections of a Customer Journey Map and how we use a persona to navigate what a user says, does, and feels. We reviewed the 5 tasks that the user would complete as a new dog walker in the app (fictitiously called K9PlusOne).

The persona used here (Sandra) was created in a previous exercise.

This student was on the mark with how to use a Customer Journey Map for this exercise. The areas that could be a little improved would be the sentiment graph near the middle of the page. A good use of user statements is seen, but we have no reference for the relative rising and falling of the graph.