An experience map or a customer journey map example is a graphical representation that depicts the stages that customers go through when interacting or making a decision with your company. As illustrated in the experience map below, the customer journey map shows how Jamie (a hypothetical person) wishes to switch her current mobile plan. She wants a plan that can save her money without sacrificing usage limits. So, her journey map will begin by defining her needs, comparing between multiple career options and understanding their pros and cons, negotiating with the current carrier to tell them she is planning to change her current mobile plan, and then deciding on a new plan and calling customer service to switch her service.
