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The first pages of the Customer Journey Map Report template

Customer Journey Map Report

Document template for Google Docs and Word

Make a copy in Google Docs
Type
Document
Price
Free
Pages
7 · US Letter
Style
Modern
Difficulty
Beginner
Updated
November 6, 2026

Every page (7)

Overview

Teams often fix single touchpoints and still lose customers in the gaps between them. This template documents one researched journey as a report: the persona and method, the stages with actions, the evidence behind each pain point, the fixes in order and their owners. Every pain carries a quote or a number, so the case for change is easy to test.

The sample follows Umberfield Creative, a fictional studio whose kitchen buyers score handover lowest, at 2.4 out of 5. The journey, quotes, survey results and values are sample data from 18 interviews and 612 survey answers. Replace the persona, stages and evidence with your own research before you share the report.

Useful for

  • A marketing lead presenting a journey fix to the executive team
  • A service manager agreeing handover owners with operations
  • A UX researcher turning interview notes into a shared report

What's included

  • Process steps for the research method and the buyer's path
  • Stage table with actions, touchpoints, owners and scores
  • Evidence page with channels, worries and what buyers want
  • Pain point chart and a donut of themes with quotes
  • Fix timeline with owners, reasons and an annual value
  • Article on handover, measures and who owns what

How to use it

  1. 1

    Click Make a copy in Google Docs, then confirm on the Google page. The copy is saved to your own Google Drive.

  2. 2

    Choose one persona and one scenario, then name the trigger that starts the journey.

  3. 3

    Replace the stages, quotes and survey figures with your own research evidence.

  4. 4

    Add a quote or data point behind each pain, then plot the emotion line from scores.

  5. 5

    Delete the guide page, assign an owner to each fix, then share the report.

What you need

Requirements

  • A Google account with access to Google Drive

Works with

  • Google Docs
  • Microsoft Word (download the .docx)

Questions

Is this customer journey map report template free to use?

Yes. Copying the report to your Drive is free, so the stages and evidence can be replaced with your research.

Are the company, people and research real?

No. Umberfield Creative, the buyer in the journey, the quotes and the survey results are fictional sample data. Replace them with your own research before use.

How many interviews do I need for a journey map?

Ten to twenty interviews plus a survey of several hundred customers is a practical base. Fewer interviews can work for a narrow scenario, but say so in the method.

  • #customer-journey-map
  • #journey-mapping
  • #customer-experience
  • #pain-points
  • #cx-research
  • #google-docs-template

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