SecondPen.aiTemplates · Research & discovery
Customer journey map template
Origin: Service design practice (Nielsen Norman Group, IDEO).
Start from this templateFree, no account needed. The blank is written with guidance in each section, ready to fill in.
Sections
- Persona & scenario
- Stages
- Actions
- Thoughts & emotions
- Touchpoints
- Pain points
- Opportunities
How a tough reader scores it
When you score a draft against this format, the Critic evaluates this journey map. The weights add up to 100; the fixes for the weakest criteria arrive as cards in the editor.
| Criterion | Weight |
|---|---|
| Based on real customer data | 20 |
| Stages reflect the customer's view, not internal org | 20 |
| Emotions and pain points are specific | 20 |
| Touchpoints complete across channels | 15 |
| Opportunities are prioritized and owned | 25 |
How it works in SecondPen.ai
Open the template and the editor writes the blank once, with a line of guidance under each heading that you delete as you fill it in. Write your abstract and the editor names the format it reads like. Ask for a document with a slash command and it offers to start from the matching format. When the draft is ready, the Critic scores it against the criteria above, the way this format's toughest reader would, and the three highest-leverage fixes become Editor cards.
More in Research & discovery
- User research planUX research practice (Nielsen Norman Group, Google UX)
- Customer interview guide (The Mom Test)Rob Fitzpatrick, The Mom Test (2013)
- Research readout / insights reportUX and market research practice
- Jobs-to-be-Done analysisClayton Christensen; switch interviews and Forces of Progress from Bob Moesta
- Experiment / A/B test briefOnline controlled experiment practice (Ron Kohavi at Microsoft; Booking.com)
- PersonaAlan Cooper, The Inmates Are Running the Asylum (1999)