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Free journey tool

Find the gap between “we handled it” and “it worked.”

Map the people, systems, inputs, and commitments behind a customer journey. The mapper shows where ownership disappears, evidence breaks, work repeats, or the customer is left waiting.

Map a journey

How it works

A journey is only as strong as its handoffs.

Add the important steps in order. For each one, name who acts, who owns the result, what evidence arrives, and what the next person can rely on.

The output is a discussion aid. It cannot prove what customers experience or replace journey research, service data, accessibility review, or conversations with the people doing the work.

Build the map

Follow the work across the seams.

Start with the moments that change responsibility, channel, or system. Use role names instead of personal names, and do not enter customer, employee, confidential, or regulated information.

01Define the journey

Use a specific moment, such as “Resolve a billing error,” not “Customer service.”

Describe the customer outcome, not an internal completion status.

02Map the steps

Add at least two steps. Use Move up and Move down to keep the order accurate for keyboard and screen-reader users.

  1. Step 1

    Journey step 1

    Use one observable action or decision.

    Is the customer waiting or unsure what happens next?
  2. Step 2

    Journey step 2

    Use one observable action or decision.

    Is the customer waiting or unsure what happens next?
  3. Step 3

    Journey step 3

    Use one observable action or decision.

    Is the customer waiting or unsure what happens next?

Nothing is submitted. Your map is generated locally and disappears when you leave or refresh this page.

What it considers

Five signals behind the map.

  1. 01

    Ownership Is a role accountable for the result?

  2. 02

    Evidence Does each step receive enough to act?

  3. 03

    Commitment Is there a usable output for what follows?

  4. 04

    Continuity Does the handoff connect across owners and systems?

  5. 05

    Customer clarity Is the customer waiting or unsure?