A user journey through an eCommerce portal can be designed using free tools like EdrawMax or EdrawMax Online. An eCommerce customer journey map can help you find the weaknesses in your funnel and shore up your process, so you keep customers around long enough to become brand loyalists. Inefficiencies in the journey, such as slow response times, friction-filled purchase processes, and poor engagement, can hurt your business. If these gaps inefficiency are not dealt with, customers will not get the full value of your goods and services. People will drop off your radar before buying something or shortly after their purchase, without ever buying again.