# Free Customer Journey Map Template to Try Now > Map customer pain points and touchpoints with a free customer journey map template that drives real experience improvements. Source: https://asana.com/templates/customer-journey-map.md - [Create your template](https://app.asana.com/-/product_templates) - [Smart assists](/product/ai/smart-assists) - [Status updates](/features/project-management/status-updates) - [Custom fields](/features/project-management/custom-fields) - [Forms](/features/workflow-automation/forms) - [JIRA Cloud](/apps/jiracloud) - [Zendesk](/apps/zendesk) - [GitLab](/apps/gitlab) - [Figma](/apps/figma) templates Product management Customer Journey Map Map customer pain points and touchpoints with a free customer journey map template that drives real experience improvements. Product management Cross-team planning Strategic planning Software development Agile management Ticket tracking ## Customer journey map Begin creating a better experience with this free customer journey map template. Identify key touchpoints, gather insights from each phase, and transform brainstorms into tangible progress—all within a collaborative space. ### Create templates with Asana - [Sign up](/create-account) You know something isn’t clicking with your customer experience. Conversion rates are dropping, onboarding is cumbersome, and support tickets are piling up. You’ve got symptoms, but no diagnosis. And until you identify the underlying issues, you’ll remain focused on superficial fixes. That’s why building your own [customer journey map (CJM)](https://asana.com/resources/customer-journey-map) is so valuable. With Asana’s customer experience journey map template, you get a visual representation that tracks customer actions, touchpoints, and pain points across different stages of the journey, from awareness to retention. Use it to optimize the buyer journey, improve onboarding, and connect team members across product, marketing, and customer support. ## **Who benefits from customer journey map templates?** Here at Asana, we use our own customer journey map when teams want to optimize user experience, improve low retention rates, or ensure consistent brand experiences. Whether you’re in SaaS, retail, healthcare, or financial services, this CJM template offers clear insights by highlighting opportunities and customer needs that might otherwise go unnoticed. This customer experience journey map template is ideal for: - [Marketing managers](https://asana.com/templates/marketing-strategy) refining messaging for different customer personas and pinpointing moments of churn. - [UX and product teams](https://asana.com/templates/team/product) planning onboarding flows or feature adoption based on real user personas. - [CX strategists](https://asana.com/templates/customer-feedback) using metrics like NPS and CSAT to [prioritize customer success](https://asana.com/templates/team/customer-success) initiatives. - Research teams compiling [user research](https://asana.com/templates/user-research-sessions) across demographics and platforms, including social media and live support. - Stakeholders orienting around a shared understanding of buyer personas and successful customer interactions. Whether you’re creating a B2B software user journey map or using a retail customer journey map template, this framework accommodates various use cases and improves decision making. ## **Why use Asana’s customer journey map template?** When you try to create a customer journey map in PowerPoint, Canva, or Google Slides, [it remains static](https://asana.com/resources/asana-versus-spreadsheets) and difficult to update. You’re stuck manually editing diagrams, disconnected from the workflows needed to improve customer satisfaction. - [Read: Ideal customer profile template to define your best buyers](https://asana.com/templates/ideal-customer-profile) This Asana template keeps your customer journey map dynamic, collaborative, and actionable, all within the platform where your work already resides. - [Collaborate](https://asana.com/resources/collaboration-in-the-workplace) with cross-functional team members. - Assign action items for each customer touchpoint. - Track progress with custom fields and dashboards. - Layer in persona data, [metrics](https://asana.com/resources/success-metrics-examples), and insights as work evolves. - Identify a starting point for potential customers based on real user journeys. Asana’s free customer journey map templates provide a clear view of each customer interaction, helping you resolve pain points more efficiently. By centralizing insights, the template enables [data-driven decisions](https://asana.com/resources/data-driven-decision-making) and keeps your teams connected as customer needs evolve. ## **How to use this user journey map template** Every journey map looks different depending on your industry, goals, and customers. This template provides a consistent, step-by-step structure to start from, which you can then adapt to your specific needs. For more ready-to-use tools, browse our complete[Asana template library](https://asana.com/templates). ### **1. Define your personas and target audience** Start by identifying the specific customer personas you’re mapping. Are you focused on first-time users, long-term customers, or a [specific demographic segment](https://asana.com/resources/target-audience)? Add key details, such as job role, goals, pain points, and motivations, directly into your Asana project. For example, if you’re a fintech company, your personas might include a small business owner seeking easier payroll solutions and a startup founder evaluating integrated financial tools. - [Read: Free persona template to identify and map customers](https://asana.com/templates/persona) ### **2. Map the key stages of the journey** Use sections or columns to define each phase of your customer journey: awareness, consideration, onboarding, active use, retention, and advocacy. For B2B software, this might involve tracking discovery through paid ads, the signup experience, onboarding emails, usage milestones, and support tickets. Label each stage clearly, and consider including a “current state” and “future state” version if you’re reworking an existing journey. - [Read: Free brand strategy template to grow and refine your brand](https://asana.com/templates/brand-strategy) ### **3. Identify touchpoints and pain points** For each stage, list specific customer touchpoints, such as landing pages, sales calls, emails, product tutorials, and support chats. Then, capture any known friction areas. Are users confused during setup? Do they churn after the trial ends, or are they pleased with pricing? Tag these insights with custom fields (e.g., touchpoint type, sentiment, priority) and assign owners to explore further. You can also attach screenshots, customer quotes, or links to survey results. ### **4. Assign tasks to improve the journey** Once you’ve spotted gaps, [create tasks](https://asana.com/resources/task-batching) for each opportunity area. This might include redesigning the onboarding flow, rewriting help content, or launching a retention email. Use Asana’s timeline view to plot these actions by priority and sequence. Assign owners, set deadlines, and link tasks to the relevant touchpoints for transparency. ### **5. Collaborate and update in real time** Invite team members from product, marketing, support, and design to [collaborate directly](https://asana.com/resources/collaboration-vs-coordination) on the project. As insights change, update the map dynamically. Use project dashboards to monitor progress and detect shifts in customer sentiment over time. This journey map remains current and adapts as your customer experience changes, unlike a static whiteboard or infographic. ## **Asana journey mapping features** Asana features transform static plans into dynamic workflows. When you use features like timelines, forms, or dashboards within your customer experience journey map template, you gain deeper visibility and control over your CX efforts. These tools facilitate real-time collaboration and actionable outcomes. For the complete list, explore our[Asana features page](https://asana.com/features). [Timeline View](https://asana.com/features/project-management/project-views): Create a visual roadmap of improvements by stage. Great for planning current and future-state initiatives. [Custom Fields](https://asana.com/features/project-management/custom-fields): Track metadata like persona, sentiment, or channel for each touchpoint or action item. [Task Dependencies](https://asana.com/features/project-management/tasks): Connect improvements in sequence (e.g., finish [user research](https://asana.com/resources/get-closer-to-your-customers-with-ai) before launching a new onboarding flow). [Forms](https://asana.com/features/workflow-automation/forms): Standardize how CX or support teams submit customer service insights or pain points. [Dashboards](https://asana.com/features/goals-reporting/reporting-dashboards): Monitor the impact by tracking key metrics, such as CSAT, churn, or adoption, across various touchpoints. ## **Recommended mapping integrations** Integrations connect your journey mapping project with the tools your team already uses. They help you pull in data, capture feedback, and close the loop on improvements without leaving Asana. Browse[Asana’s integrations directory](https://asana.com/apps) to discover more. [Zendesk](https://asana.com/apps/zendesk): Pull in real-time support tickets to identify common issues by stage. [Figma](https://asana.com/apps/figma): Embed design prototypes directly into relevant journey stages for easy feedback and handoff. [Jira](https://asana.com/apps/jira)**:** Sync tasks and track engineering work connected to the customer experience. _Connect_ [GitLab](https://asana.com/apps/gitlab): Link development issues or commits to customer journey tasks and track delivery in real time. [Google Sheets](https://asana.com/apps/google-sheets): Import or export customer metrics, usage data, or NPS scores for visibility. [Slack](https://asana.com/apps/slack): Get notifications when a task is updated, or a new journey insight is added. [Gmail](https://asana.com/apps/gmail): Turn customer feedback from email threads into trackable action items in Asana. ## FAQs about customer journey map templates #### What is a customer journey map template? A customer journey map template is a prebuilt framework that helps you document and analyze how customers move through each phase of their experience with your business. This includes everything from their first awareness of your brand to onboarding, ongoing use, and long-term loyalty. Instead of building a journey map from scratch, this template provides structured sections and tasks to log customer actions, emotions, pain points, and touchpoints across every stage of the funnel. #### What are the benefits of customer journey mapping? Customer journey mapping helps you understand your users better, identify problems earlier, and rally teams around shared goals. It improves retention, increases satisfaction, and helps teams prioritize changes that truly impact customer experience. #### What makes this Asana customer journey map template unique? Unlike static templates in PowerPoint, Google Slides, or Canva, Asana built its template for action. It connects the journey map to your workflows, allowing you to assign tasks, collaborate instantly, and update insights as your customer experience evolves. #### Can I map multiple personas within a single project? Yes. Use custom fields or sections to differentiate between personas or create separate projects for each one. You can also filter by persona when reviewing insights or planning improvements. #### Can I use this for a simple customer journey map or brainstorming session? Absolutely. This free customer journey map template works well for both high-level planning and [quick brainstorming sessions](https://asana.com/resources/brainstorming-techniques). If you're just getting started, you can use it to build a [simple empathy map](https://asana.com/resources/empathy-map-template) and organize ideas. It provides teams with a clear format for brainstorming user needs, challenges, and emotions across each touchpoint. ### Market research Target the right audience, capture actionable insights, and drive real results with our free market research template. - [Create your template](/templates/market-research) ### User research sessions Don’t let valuable user research insights fall to the wayside. Track, sort, and action feedback to delight your customers with our template. - [Create your template](/templates/user-research-sessions) ### Gantt chart template Every aspect of your project is interconnected—and your Gantt chart shows how. Build a custom Gantt chart template to map tasks, roles, and deadlines on a timeline for every project. - [Create your template](/templates/gantt-chart) ### Usability testing plan With our usability testing plan, you can easily create and repeat processes to save time on setting up every research session. - [Create your template](/templates/usability-testing) ### Customer feedback What if you could collect customer feedback in one place to finally figure out what they love and loathe? You’d probably have happier customers. Get started with this customer feedback template. - [Create your template](/templates/customer-feedback) ### Production schedule Create a production schedule template to streamline your work and reduce delays. With a template, everyone is on the same production schedule. - [Create your template](/templates/production-schedule) ### Product marketing launch Don’t reinvent the wheel for every product launch plan. Keep goals and responsibilities clear, manage timelines, and more with our template. - [Create your template](/templates/product-marketing-launch) ### Product development Create and use a product development template to standardize your process, from idea all the way to market. - [Create your template](/templates/product-development) ### Product launch How can you hit product launch deadlines, connect cross-functional teams, and see launch updates all in one place? With a product launch template. - [Create your template](/templates/product-launches) ### Business requirements document template Use this business requirements document template to define project scope, objectives, and deliverables. Coordinate teams from planning to completion. - [Create your template](/templates/business-requirements-document) ### Product strategy template Plan product launches, manage objectives, and track progress with a product strategy template designed to keep teams focused on results. - [Create your template](/templates/product-strategy) ### Scrum template Plan sprints, refine backlogs, and run stand-ups with a Scrum template. Track user stories and monitor progress to deliver value every sprint. - [Create your template](/templates/scrum) ### Ideal customer profile template Define your target market using our ideal customer profile template. Track demographics, behaviors, and pain points to improve conversions. - [Create your template](/templates/ideal-customer-profile) ### Product catalog template Try an online product catalog template that keeps pricing, content, and images organized. Give your team a reliable source of truth for every SKU. - [Create your template](/templates/product-catalog)