How to Make a Customer Journey Map in Excel

A Customer Journey Map is a brilliant way to discover pain points in your customer’s journey, as they buy your product or service.

It notes the different areas (such as customer service points, digital apps or web pages) that a customer will travel through, the different process steps in each area, then rates their experience at each point from 1 to 10. Each rating is given a nice “emoji” icon (Happy or Sad), and a few notes on what the customer said at that point.

With all this it gives you a complete customer picture. It also allows us to find areas to improve, what features to deliver next, or where to focus our project on.

Enjoy!

Step 1

First setup the general framing and colours on your sheet:

Step 2

Then add in the areas and process steps for each area that a customer will go through:

Step 3

Note the customer satisfaction from 1 to 10 at each point in the journey.

Create the emojis by going to Home > Insert > Shapes, and insert a curved line and a circle together, to make a face. Right click them and group them together.

Step 4

Add in the customer comments so you can see exactly where to improve.

And now you have a beautiful Customer Journey Template made in Excel!