canvas
Customer Journey Canvas
Map customer, partner, or consumer journeys to identify needs, pain points, gains, inputs, outputs, and experience expectations.
Outcomes
- Shared understanding of the customer, partner, or consumer journey
- Needs, pain points, gains, inputs, and outputs documented
- Journey evidence available for capability, requirements, and architecture decisions
How it works
- Define customer persona
- Identify triggers for the journey
- Describe the journey's end
- Map journey steps with inputs/outputs
- Identify customer pains
- Summarize customer gains
- Define necessary inputs and resulting outputs
- Define interactions and processing expectations for each step
Work with this canvas
Use the purpose, outcomes, and instructions above as your static reference while capturing evidence in the interactive workspace.
Local canvas workspace
Customer Journey Canvas
What customer, partner, or consumer journey is the capability intended to support? Describe the real-life customer, partner, or consumer journey, not the solution usage itself, to reveal pain points, goals, context, inputs, outputs, and experience expectations.
Active section: Persona. Select a section with a pointer, or focus it and press Enter or Space.
Persona
Who is the typical customer experiencing this journey?
Customer Discovers Need
How does the customer recognize their need or problem?
Customer Need Is Resolved
How is the customer's need ultimately resolved?
Journey Steps
What are the steps the customer takes in their journey?
Pains
What are the customer's pain points or challenges?
Gains
What are the customer's gains or benefits?
Inputs & Outputs
What are the inputs and outputs at each step?
Interaction & Processing Rules
What are the interaction and processing rules at each step?
APIOps Cycles · CC-BY-SA 4.0 · Osaango Ltd
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