Build journey mapsyour team will actually use.
Design complete user scenarios with stages, actions, emotions, and any elements you need—all connected in one visual CJM that tells the full customer story.
Trusted by CX teams worldwide
How It Works
Create a customer journey map in 3 steps
From blank canvas to comprehensive CJM in minutes. No design skills required.
Map your journey stages
Start by defining the key phases of your customer experience. Add stages like Awareness, Consideration, Purchase, Onboarding, and Retention. Connect them with branching paths for different user flows.
Add details and personas
Dive into each stage to add user actions, emotions, pain points, and opportunities. Link personas to see the journey from different customer perspectives.
Analyze and share insights
Identify patterns, bottlenecks, and moments of truth. Export your journey map or share it with stakeholders for alignment and decision-making.
Customer Journey Mapping Software
All the tools CX teams need
Build, analyze, and optimize customer journey maps with features designed for UX researchers, product managers, and CX professionals.
Visual Journey Builder
Infinite canvas with smart snapping, swimlanes, and drag-and-drop touchpoints. Build journeys that tell a story.
Persona Management
Create rich, reusable personas with goals, pain points, and behavioral data. Link them to any journey instantly.
Analytics Layer
Overlay CSAT scores, funnel metrics, and qualitative feedback directly on each stage of your journey.
Quick CJM Creation
Build complete customer journey maps in minutes with intuitive tools and smart templates.
Stage Templates
Pre-built templates for common journey phases. Customize and save your own for consistent mapping.
AI Insights
Get smart suggestions for pain points, opportunities, and optimization strategies based on your data.
Complex journeys, crystal clear structure
Real customer journeys aren't linear—they branch, loop, and diverge. Build comprehensive maps with multiple paths, success and failure scenarios, and decision points that reflect how users actually navigate your product.
- Two-level architecture: bird's-eye journey view + detailed stage breakdowns
- Branching paths for different user flows and outcomes
- Reusable stages across multiple journeys—update once, sync everywhere
- Connect journeys to personas for context-aware analysis
Know your customers deeply
Create rich, data-driven personas that capture goals, frustrations, behaviors, and demographics. Link them to journeys and see insights from their perspective.
- Rich persona profiles with photos and bios
- Goals, pain points, and motivations tracking
- Link multiple personas to any journey
- Reusable persona library across projects
Use Cases
Journey mapping for every team
Whether you're optimizing onboarding, reducing churn, or designing new experiences—Global CJM adapts to your needs.
SaaS Onboarding
Map the path from sign-up to first value. Identify drop-off points and optimize activation flows.
E-commerce CX
Visualize the shopping journey from discovery to delivery. Improve conversion at every stage.
Service Design
Document service blueprints with frontstage and backstage interactions. Align teams around the customer.
User Research
Turn interview insights into actionable journey maps. Share findings with stakeholders visually.
FAQ
Frequently asked questions
What is customer journey mapping?
Customer journey mapping is the process of visualizing the complete experience a customer has with your product or service. It documents every stage, touchpoint, emotion, and action—from first awareness through purchase, onboarding, and beyond. A good journey map helps teams understand customer needs, identify pain points, and find opportunities to improve the experience.
How do I create a customer journey map?
Start by defining your persona (who is the customer?) and the scope (which journey are you mapping?). Then identify the key stages of the journey, such as Awareness, Consideration, Purchase, and Retention. For each stage, document what the customer is doing, thinking, and feeling. Add pain points and opportunities. Finally, connect the stages to show the flow and any branching paths.
What should a customer journey map include?
A comprehensive CJM typically includes: stages (the phases of the journey), user actions (what customers do at each stage), emotions (how they feel), pain points (frustrations and obstacles), opportunities (ways to improve), touchpoints (where interactions happen), and personas (who the journey is for). Advanced maps may also include metrics, backend processes, and multiple journey branches.
What's the difference between a journey map and a user flow?
A user flow shows the specific steps and screens a user navigates through to complete a task—it's tactical and focused on UI/UX. A customer journey map is broader and more strategic: it captures the entire experience across multiple channels and touchpoints, including emotions, context, and the 'why' behind customer behavior. Journey maps help with strategy; user flows help with design.
Can I collaborate with my team on journey maps?
Yes! Global CJM is built for team collaboration. You can share journey maps with stakeholders, link personas that team members create, and reuse stages across multiple journeys. Everyone stays aligned with a single source of truth for your customer experience documentation.
Trusted by CX professionals
See what journey mapping teams are saying about Global CJM.
Global CJM transformed how we visualize customer experiences. Our journey maps finally tell the complete story.
Creating professional CJMs used to take days. Now we build comprehensive journey maps in hours, not days.
The persona management linked to journey maps gives us instant context. Best CJM tool we've used.
Ready to create better journey maps?
Join CX professionals who use Global CJM to build insightful customer journey maps and drive meaningful improvements.
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