Free templateCustomer journey map
Dental visit journey map
A patient journey for a dental check-up: six stages, a line computed from how the patient felt, and the pain and fix under every stage.
Free. It opens in the Motionix editor as your own copy.
Download the pictureWebP, 1200 × 675, free to use. To change the words or colours, open it in the editor.
- Size
- 1920 × 1080 px
- Pages
- 1
- Motion
- Yes, plays live and in GIF or video
- Category
- Frameworks
What it shows
- Computed emotion curve
- Pains and fixes per stage
- The line draws itself
Good for
How to use it
- Open the template. It becomes a project in your account.
- Change the words, colours and pictures. Every part is an ordinary shape, line or text box.
- Press Play to watch it build, then present it or export it.
What is a customer journey map?
A customer journey map is a diagram of one person's experience of a service from start to finish, told from their side. It splits the experience into stages, records what the person does and feels at each one, and marks the pain points where things go wrong. Most maps draw an emotion line across the stages and set an improvement under every low point.
When it helps
- A dental practice manager finding out why patients leave anxious even when the treatment went well.
- A service designer presenting research to staff who each see only one part of the visit.
- Choosing which improvement to make first, by seeing which stage dips deepest.
- Bringing reception, clinicians and billing together around the patient's view instead of their own department's.
Tips
- The low point is often not where staff expect. Patients may dread the wait or the bill more than the drill, which is why the map needs research, not guesses.
- Write pains the way customers say them: "nobody mentioned the hygiene fee". Internal phrases like "billing communication gap" hide how it actually felt.
- Give every fix an owner and a date. A journey map that ends up on a wall instead of in a plan is how most of them fail.
How to create a customer journey map
Choose one persona and scenario
Map a specific person doing a specific thing, such as an adult booking a routine check-up. Mixing new patients, emergencies and children on one map blurs every stage.
Gather real evidence
Interview customers, observe the service, read reviews and complaints. A map built only from staff assumptions shows the journey the business believes it runs.
Set out the stages
Split the journey into five to eight stages from the customer's point of view, from booking to afterwards. Include what happens before and after the part the business thinks of as the service.
Record actions and feelings
For each stage, note what the person does and how they feel on a simple scale from anxious to happy. Plot the feelings as one line across the stages.
Mark pains and fixes
Under each stage, write the main pain point in the customer's words, then a concrete fix. Start with the deepest dips, since that is where the experience breaks.
FAQQuestions
Common questions.
What is included in a customer journey map?
Usually a persona, the stages of the journey, the customer's actions at each stage, their thoughts and feelings, the touchpoints they use, the pain points and the opportunities to improve. Many maps add an emotion curve, which shows the highs and lows at a glance.
What is the difference between a customer journey map and a service blueprint?
A journey map shows the experience from the customer's side. A service blueprint adds what happens behind the scenes at each stage: the staff actions, systems and processes that support it, below a line of visibility. Blueprints help fix the problems a journey map uncovers.
How many stages should a customer journey map have?
Most maps have five to eight. Fewer than four usually hides the moments where the experience changes; more than ten turns it into a process map. Name the stages in the customer's words, such as booking, waiting and paying, not internal ones like intake.
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