Build a customer journey map, stage by stage

A customer journey map shows where the experience breaks, and it works best when the whole team builds it. The Customer journey template lays out the grid — stages across, lanes down — so the session starts with the customer rather than with drawing boxes.

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The Customer journey template is on every plan, the free one included.

The Customer journey template: Discover, Consider, Decide, Use and Recommend across; Doing, Touchpoints, Thinking and feeling, Pain points and Opportunities down.

How to run it

  1. 1In Kaavit, choose New board and pick it under Start from, or use Insert template on the toolbar of a board you already have.
  2. 2Replace the question at the top with who the customer is and what they are trying to do. Rename the stages to fit your product: double-click one and type.
  3. 3Walk the journey one stage at a time, one sticky per moment, in the lane it belongs to: what they do, where they meet you, and what they think and feel.
  4. 4Select the pain points and ask the AI for the opportunities they suggest, in the Opportunities lane. Keep the good ones, and one click takes the rest back.
  5. 5Carry the best opportunities onto a roadmap or a prioritisation board.

Everyone's view of the customer

Sales, support, design and engineering each see a different part of the journey. On one board they add what they know at the same time, with each person's cursor on the board, and pin comments where they disagree.

On the Team plan, a facilitator can start a timed round: everyone writes privately as drafts only they can see, and the drafts are revealed together when the time is up — so the first idea posted does not anchor everyone else's.

Or ask the AI

A real result, not a mock-up: what the AI planned for this prompt, laid out by Kaavit as it would be on your board.

The prompt: Customer journey map for someone switching to a new bank. Stages: Discover, Compare, Open an account, First month, Recommend. Rows: what they do, what they feel, pain points, opportunities.

Asked for a first draft, the AI fills a journey in one prompt: a stage per column and a row each for doing, feeling, pain points and opportunities.

Questions

Can I add or remove stages and lanes?

Yes. The stages are shapes and the lanes are frames: copy one and rename it, or delete it, and resize the lanes to fit.

Where does the AI get what it knows about our customers?

From the board and your prompt, and nowhere else. Bring the research, interview notes or support themes into the session, and the AI works from those.

More ways teams use Kaavit

Story mapsA free user story mapping template: activities and steps along the top, the stories under each, and release slices from the first release to later.
BrainstormingAn online brainstorming board for teams: one question, one sticky per idea, live cursors, and AI affinity mapping that groups the notes into themes.
PrioritisationA free impact/effort matrix template for prioritisation: quick wins, big bets, fill-ins and time sinks, and AI that sorts your ideas into the quadrants.

All use cases

Bring your team to the board

Create a board, invite your colleagues and start thinking together. It takes a minute.

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