A customer journey mapping creates a holistic view of customer experience, and it is this process of bringing together and visualizing disparate data points that can engage otherwise disinterested stakeholders from across groups. Use EdrawMax or EdrawMax Online to create the customer journey map for completely free. As shown in the below customer journey map diagram, the lens provides constraints for the map by assigning a persona and the scenario to be examined. At the same time, the heart of the map is the visualized experience, usually aligned across chuckable phases of the journey. The user's actions, thoughts, and emotional experience throughout the journey can be supplemented with quotes.