Journey Map Examples
Journey maps can illustrate experiences of different use cases related to various industries. We created some example journey maps to give you an idea how this works. We are constantly working on journey map examples to extend this library. If you wish to see one from a specific industry, let us know!
Navigate quickly to your desired industry example:
- Healthcare journey map
- Government journey map
- NGO journey map
- E-commerce journey map
- Online shopping journey map
- Employee experience journey map
- Student experience journey map
- Tourism journey map
- Airline journey map
- Event experience journey map
- Public transport journey map
- Telecommunication journey map
- SaaS journey map
- Marketing journey map
- Banking journey map
- Recruiting journey map
There are many attributes that make a journey map valuable. Therefore journey maps can vary a lot in what they look like. The objective of the map, the persona and also the industry that is the subject are attributes that make journey maps differ from one another. Depending on the case, the following example journey maps have different kinds of data underlying which is represented in various lanes.
Always keep in mind: there is no right or wrong.
Healthcare – patient experience journey map
The patient’s emotional experience is in the focus of the patient journey map. Distinguishing between good, bad and neutral experiences is particularly easy through green, red and yellow squares, that you can see when opening the map.
Government journey map
How important it is to give context to a journey map you will learn in this map: stage descriptions and additional files adds valuable information to the steps.
NGO journey map
This journey map example visualizes the experience of Jess, a volunteer for a children's home. This is a small repository with a high-level as well as a detailed journey map.
E-commerce journey map
This example map illustrates the process from gathering information to the use of a product that has been ordered online. It is a very clean map focussing on the different channels and backstage processes of two different personas.
Online shopping journey map
In this journey map the focus lies on the activities happening backstage in an online shopping process. It is very similar to a service blueprint.
Employee experience journey map
Journey mapping can also be used to analyze employee experience and to illustrate team processes. In this customer journey map example you see how.
Student experience journey map
This is a simple way to illustrate both a current state and a future state journey map. The journey map shows the status quo and the measures that could lead to improvement.
Tourism journey map
This is a German journey map. It visualizes and compares the experience of two different personas. The emotional journey illustrates where and how much the satisfaction differs.
Airline journey map
In this example the experience on an airport is shown. As countless things happen behind the scenes on an airport, this map focuses on backstage processes and their influence on customer experience.
This is the project you also find in the Smaply trial.
Event experience journey map
We collected feedback on the Service Experience Camp in Berlin in 2016. This journey map is based on it and includes a storyboard and multiple text lanes. The journey map is in German.
Public transport journey map
This map is here to show you how to build hierarchies of journey maps: fields allowing for zoom-in and zoom-out are highlighted. It also includes KPIs so you can see how journey maps can be used beyond workshops and projects.
Telecommunications journey map
In this example journey map you can zoom into one of the steps to get from a high-level journey map to a detailed journey map. Click the link in the second step's description.
Journey mapping in SaaS
Journey mapping in Saas is at the core of our company. This journey map provides you with insights on how to take on the challenge. If you would like to read more about backgrounds, challenges and relevance read our article about journey mapping in SaaS.
Journey mapping in Marketing
This journey map illustrates four phases of a buying process: Problem recognition, information search, use and leave. Learn more about journey mapping in marketing by reading the whole article.
Journey mapping in Banking
Here you can find a journey map example about banking. It visualizes the process of finding a new banking provider and using it. Find the entire article about journey mapping in banking here.
Journey mapping in Recruiting
This journey map repository consists of two journey maps: The high-level journey visualizes the experience of a person being frustrated in her job and finding a job ad. The detailed journey map visualizes the experience of the applicant as well as the one of the recruiting manager. Read the whole article about journey mapping in recruiting here.