Customer Journey Map
Finding the Right Dog Trainer
I created an example customer journey map for a dog training service. I have some experience with seeking training for my dogs, which gives me some advantage in understanding the key motivations and frustrations behind searching for behavioral assistance with my dogs. I started by developing a process map that walks through the individual steps of finding the right trainer, then moved toward identifying the key moments of a company’s interaction.
To help with this, I used a basic film plot structure: starting with the Background, Inciting Incident, Rising Action, Climax, Falling Action, and Resolution. These allowed me to identify the most important moments for company-customer interaction. By the” Resolution” stage, the customer’s feelings about the company should already be solidified. The company needs to focus on interactions long before the final moments.
Customer journey maps are most effective when clearly and quickly identifying key moments of interaction and opportunity while grabbing people’s attention. Since the goal is to keep the user’s perspective and story at the center of attention, the map should consider the customer’s feelings, motivations, goals, and needs.