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Customer Journey Map

A visual depiction of the complete customer experience with a product or service, outlining stages, channels, and touchpoints where interactions occur.

Key Points

  • Shows the customer's steps from first awareness through use and support, including channels and touchpoints.
  • Exposes pain points, gaps, and opportunities that feed the product backlog and acceptance criteria.
  • Aligns cross-functional teams on desired customer outcomes and responsibilities at each stage.
  • Built from real evidence (research, analytics, interviews) and refined iteratively as learning grows.

Example

An agile team building a mobile banking app maps the path from ad click to app store, onboarding, first transfer, and help center. The map reveals drop-off during identity verification. The team adds user stories to simplify KYC steps, updates success metrics, and plans experiments to validate improvements.

PMP Example Question

Which artifact best helps an agile team visualize end-to-end customer interactions across channels to identify pain points and moments of truth?

  1. Process flow diagram for the development lifecycle
  2. Customer Journey Map
  3. Stakeholder engagement assessment matrix
  4. User story map

Correct Answer: B — Customer Journey Map

Explanation: A journey map focuses on how customers interact with the product or service across touchpoints. The process flow diagram describes internal steps, the stakeholder matrix tracks engagement levels, and the user story map organizes product functionality.

How To Land the Job and Interview for Project Managers Course

Take the next big step in your project management career with HK School of Management. Whether you're breaking into the field or aiming for your dream job, this course gives you the tools to stand out, impress in interviews, and secure the role you deserve.

This isn’t just another job-hunting guide—it’s a tailored roadmap for project managers. You’ll craft winning resumes, tackle tough interview questions, and plan your first 90 days with confidence. Our hands-on approach includes real-world examples, AI-powered resume hacks, and interactive exercises to sharpen your skills.

You'll navigate the hiring process like a pro, with expert insights on personal branding, salary negotiation, and career growth strategies. Plus, downloadable templates and step-by-step guidance ensure you're always prepared.

Learn from seasoned professionals and join a community of ambitious project managers. Ready to land your ideal job and thrive in your career? Enroll now and take control of your future!



Launch your career!

HK School of Management delivers top-tier training in Project Management, Job Search Strategies, and Career Growth. For the price of a lunch, you’ll gain expert insights into landing your dream PM role, mastering interviews, and negotiating like a pro. With a 30-day money-back guarantee, there’s zero risk—just a clear path to success!

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