To make a customer journey map, start with a template under the Product Management category.
The template will have contain a matrix of columns and rows. The columns will represent the stages in your customer journey. The rows represent touchpoints, feelings, and opportunities.
You can easily customize these stages to your industry, simply double-click to edit the name of any row or column.
Add or Remove Columns and Rows
You can add or remove both columns and rows in the matrix using the right-click menu or the controls in the SmartPanel to the left of your workspace.
Add sticky notes or cards to represent touchpoints for each stage. Drag and drop them from the attached Sticky Note library in the SmartPanel. As you drag it over any cell in your map, you'll see the cursor change to an anchor signaling the note will attach when dropped. Double-click an type to customize the text. Touchpoints may include doing a Google search, watching a YouTube video, reading a post from a co-worker on LinkedIn, and so on.
Analyze the customer sentiment associated with these touchpoints. SmartDraw lets you drag and drop emojis to represent possible feelings associated with various touchpoints from confusion to happiness.
You can add arrows making connections between customer feelings along the journey using the Line Tool, located at the top of the SmartPanel to the left of your workspace.
Select a Straight Line and draw a connection between emojis or just draw a line anywhere and drag to position it.
You can easily add an arrowhead using the Line Style menu on the home tab. This is also where you can change the color and thickness of your line.