Customer Journey Map Narrative

Write a journey map as a narrative plus a table. One persona, one goal, the real steps, not a poster of every department. GOAL Persona and what they are trying to finish: [GOAL] Stages I know they pass through: [LIST] Where we know they drop: [STAGE AND EVIDENCE] Channels: [APP, EMAIL, HUMAN, ETC] What we have not researched: [GAPS] FOR EACH STAGE What they are trying to do, what they do, what they see from us, how they feel if the notes say so, the friction, and the frontstage versus backstage owner. If I do not know the feeling, write "not observed" instead of a sad face. Then: the one break we should fix first, why that stage, and what we would measure after. A list of moments that are someone else's journey and should be a different map.