Customer Touchpoint Map Template
Design the best experience from your customer’s point of view with the Customer Touchpoint Map Template. Identify opportunities and gain a competitive advantage.
Trusted by 65M+ users and leading companies
About the Customer Touchpoint Map Template
The customer touchpoint map template is a tool that helps you define your customer journey map. UX designers, researchers, and marketers can use this template to identify all the customer touchpoints of your product or brand, flagging which ones are in good order and which ones need improvement.
What is a customer touchpoint map?
A customer touchpoint map is where you can map all your customer’s interactions and touchpoints with your brand or product. It’s a practical and efficient way to see the whole journey, including what needs improvement and what’s been working well.
The customer touchpoint map helps you bring more detail to your customer journey map, where you go more in-depth on how your customer thinks and feels about your brand throughout their journey. A basic CJM includes a specific persona, the steps beginning-to-end of the customer experience, and the potential emotional highs and lows. Both templates are complementary.
Benefits of using a customer touchpoint map
Many teams can benefit from the customer touchpoint map, including designers, developers, and business managers. Here are a few things that will you find out when you build your own customer touchpoint map:
Anticipate multiple customer pathways
Each customer won’t have an identical user journey, so one of the advantages of customer touchpoint mapping is that you can plot out multiple pathways through your product.
By understanding the different ways customers can discover and use your product, you can better anticipate their priorities and what causes churn.
Understand the customer’s perspective
One of the major reasons businesses use customer touchpoint maps is to get a more incisive understanding of how the customer experiences their product. Mapping out customer journeys helps explain why customers make the choices they do and what is most aspect of your product is most valuable to them.
Inform updates and new features
Anytime you want to update your product or add new features, you’ll want to bring in the customer’s perspective. By helping you hone in on the steps and features that are most important to a customer, you can better understand which updates will benefit them the most.
Target customer personas more closely
Customer touchpoint mapping gives you a better understanding of your different buyer personas. Armed with this understanding, you can create different pathways for different personas and provide a more personalized experience.
Improve customer service
Finally, by helping you understand customer needs, customer touchpoint mapping will help you identify at which points in the journey customers need the most help and then target your customer support efforts towards those parts.
When to use the customer touchpoint map template
Customer touchpoint maps are most commonly used by businesses to understand the customer’s actions better, but there are numerous situations when customer touchpoint mapping can be useful.
Visualize the customer experience
Customer touchpoint maps help businesses visualize the customer journey and understand the steps a customer takes through the product. It also allows you to focus on your customer's journey's most influential channels and touchpoints.
Once you can see all phases, you can see where you’re failing to meet their expectations and make improvements to build a better user experience.
Solve a specific problem
Many teams use customer touchpoint mapping as a tool to solve a specific problem. For example, if you’re experiencing churn, it can help you see where your customer might encounter a roadblock that drives them to part ways with your brand.
Improve mission alignment
Suppose you’re having a hard time aligning cross-functionally. In that case, it can be useful to get the teams together to collaborate on creating a customer touchpoint map and ensure you’re putting the customer first.
Create your own customer touchpoint map
Whether you’re a veteran of customer touchpoint mapping or new to the technique, Miro makes it easy to build your own. Get started by selecting the customer touchpoint map template, then take the following steps:
1. Set a timeline
Identify each phase of your customer journey and add it to a linear timeline, including also all your communication channels.
2. Identify each customer touchpoint as an end-to-end journey
Add each customer's interaction with your brand, product, or service. A good way to organize the touchpoints is to think about the buying phases: before, purchase, and after purchase.
3. Analyze the interactions
Write down the positive and negative aspects of each touchpoint, according to your customer’s point of view.
What about your product exceeded your customer’s expectations? Where did it fall short?
4. Iterate and improve
After setting up your customer touchpoint map, see how it helps you develop your customer journey map. As your product and brand evolve, you can continuously iterate and improve your customer touchpoint map as you see fit.
What’s the difference between a customer touchpoint map and a journey map?
The customer touchpoint map gathers information about the channels you communicate, your customer needs when in contact with your product or brand, and your buying phases. The customer touchpoint mapping can be helpful when building a customer journey map, which gives you a greater overview of your customer’s pain points experiences and a detailed description of their personas.
Get started with this template right now.
Thematic Roadmapping (Vision & Strategy)
Works best for:
Roadmap, Planning, Mapping
The Thematic Roadmapping (Vision & Strategy) template empowers organizations to align their vision with actionable strategies. By identifying key themes and strategic objectives, teams can develop a roadmap that guides decision-making and resource allocation. This template facilitates cross-functional collaboration and ensures that initiatives are aligned with overarching goals, leading to more focused and impactful execution.
Inspired: Creating Products Customers Love
Works best for:
Product Management, Planning
Inspired: Creating Products Customers Love template guides product managers in developing innovative and customer-centric products. By emphasizing empathy, ideation, and validation, this template fosters a deep understanding of customer needs and preferences. With sections for brainstorming ideas, defining features, and validating concepts, it facilitates the creation of compelling products that resonate with target audiences. This template serves as a roadmap for delivering exceptional customer experiences and driving product success.
Miro Basics: Guide for New Participants
Works best for:
Agile
The Miro Basics: Guide for New Participants template offers a comprehensive overview of essential Miro functionalities and best practices for new users. It provides step-by-step instructions, tips, and examples to help participants navigate the Miro platform confidently and effectively. This template empowers new users to leverage Miro's collaborative features and unleash their creativity in visual collaboration. By promoting proficiency and engagement, the Miro Basics: Guide for New Participants enhances collaboration and productivity across teams.
Cross Functional Flowchart
Works best for:
Org Charts, Business Management
Have a quick look at everyone on a project and see exactly what they’ll contribute. That’s the clarity and transparency a cross-functional flowchart will give you. These are also called “swim lane” flowcharts because each person (each customer, client, or representative from a specific function) is assigned a lane—a clear line—that will help you visualize their roles at each stage of the project. This template will empower you to streamline processes, reduce inefficiencies, and make meaningful cross-functional relationships.
BPM
Works best for:
Diagramming
The BPM (Business Process Management) template is a visual tool for modeling, analyzing, and optimizing business processes. It provides a structured framework for documenting process flows, identifying bottlenecks, and improving efficiency. This template enables organizations to streamline operations, enhance productivity, and drive business performance. By promoting process transparency and agility, the BPM template empowers teams to achieve operational excellence and deliver value to stakeholders.
Product Reflection
Works best for:
Product Management, Planning
The Product Reflection template encourages teams to reflect on past experiences and lessons learned in product development journeys. By facilitating retrospective sessions, capturing insights, and identifying improvement opportunities, this template fosters a culture of continuous learning and improvement. With sections for evaluating successes, challenges, and areas for growth, it enables teams to iterate on their processes and enhance future product development efforts. This template serves as a tool for fostering team collaboration and driving iterative product innovation.