How the journey mapper works

It builds a stage-by-stage map of what a customer does, thinks, and feels as they move through a scenario with your product.

What you get: Each stage you add captures touchpoints, actions, thoughts, one emotion (delighted, happy, neutral, frustrated, or angry), pain points, and opportunities. The emotions plot onto a curve across your stages so you can see exactly where the experience dips. Four built-in templates (SaaS Onboarding, E-commerce Purchase, Mobile App, B2B Sales) give you a starting structure, and every map exports to markdown.

Worked example: In the built-in SaaS Onboarding template, the “First Use” stage is marked Frustrated with two logged pain points (no clear first action, feature overload), then the curve rises to Happy at “Activation” once the user completes the core workflow, showing exactly where onboarding needs the most work.

When to use it: Map a journey before a redesign or a churn investigation so the whole team agrees on where the friction actually lives. See the customer journey mapping guide and the journey map glossary entry for the underlying method.