How to Create a Customer Journey Map

The customer journey map is the most empathetic part of your research because it involves seeing the current experience from the lens of the customer. You should focus on just one customer persona at a time, and don't focus on all your customer segments. Don't use a celebrity name like Kim Kardashian or shortened names like JT Smith. Do not use an avatar or a cartoon as you want someone that represents your target person as age and gender.