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Journey Map diagrams

A Journey Map describes an experience from the customer's point of view — the stages they move through, the touchpoints where they meet your organization, and how they feel along the way. iGrafx supports journey mapping with the Journey Map diagram template and three Journey Map shape libraries. Journeys can also be modeled as objects in the repository's Journeys branch — see the Enterprise object catalog.

Prerequisites​

  • A diagram checked out to you.
  • The Journey Map template and shape libraries must not be disabled by your repository administrator. If they are, you can't use the steps below.

Steps​

Create a diagram from the Journey Map template​

  1. Create a new diagram (for example, with the New Diagram button, or right-click a tree folder and select Add Object).
  2. In the dialog, make sure Diagram View is selected.
  3. Open the Template dropdown and select Journey Map (if it isn't listed, an administrator has deactivated it).

New Journey Map diagrams start with the Journey Map - Customer and Journey Map - Customer (Circled) libraries selected in the Shapes panel.

Add Journey Map shapes to an existing diagram​

  1. Open a checked-out diagram.
  2. Open the Shapes panel and select Manage.
  3. Check the libraries you want — Journey Map, Journey Map - Customer, or Journey Map - Customer (Circled).

Choose shapes​

LibraryContents
Journey MapThe structural shapes: Touchpoint, Focal Point, Moment, Step, Opportunity, and the expectation faces — Exceeds Expectation, Meets Expectation, and Below Expectation.
Journey Map - CustomerIcons for a typical customer journey: stages (Trigger, Research, Demo, Web Demo, Offer, Order, After Sales Support, Service/Consulting, Reference, Achievement, Achievement Goal), persona shapes (Persona, Persona Target Demographic, Persona Behavior Actions), storyboard shapes (Storyboard, Storyboard Steps, Storyboard Feelings, Storyboard Pain Points, Storyboard Opportunities), and the emotion faces (Emotion Good, Emotion Neutral, Emotion Bad).
Journey Map - Customer (Circled)The same items drawn in a circled icon style.

Use the stage and touchpoint shapes to lay out the journey left to right, the persona shapes to describe who is traveling it, the storyboard shapes to structure steps, feelings, pain points, and opportunities per stage, and the faces to record the emotion at each point.