How Journey Mapper Works

Journey Mapper is built around four core elements that work together to create comprehensive customer experience visualizations. Understanding how these elements interact will help you create effective journey maps that drive actionable insights.

Core Elements Overview

Teams provide the organizational foundation where multiple members collaborate on journey mapping projects. Every journey map belongs to a team, and team settings control access, permissions, and collaboration features.

Journeys represent complete customer experience flows from initial awareness through final outcomes. Each journey contains multiple touchpoints connected by logical flow paths that show how customers progress through their experience.

Touchpoints are individual interaction points where customers engage with your brand, product, or service. These can be digital (website visits, app interactions) or physical (store visits, phone calls) and contain detailed information about the customer experience.

Regions group related touchpoints into logical sections that represent phases of the customer journey, such as “Awareness,” “Consideration,” “Purchase,” or “Support.” Regions help organize complex journeys and make them easier to understand.

Basic Workflow

The typical workflow starts with setting up your organizational structure and then building out your customer experience maps. Here’s how the elements work together in practice.

Make Your Account

Creating your Journey Mapper account takes less than two minutes and provides immediate access to all core features. You can sign up using Google OAuth for instant access or use our magic link system with just your email address. Once logged in, you’ll have access to a personal workspace where you can create your first team and journey maps.

Make a Team

Teams are where collaboration happens and where you’ll organize all your journey mapping projects. When you create a team, you define the scope of work, invite team members, and set permissions for who can view, edit, or manage journey maps. Teams can represent departments, projects, or any organizational structure that makes sense for your workflow.

Learn more about team basics →

Make a Journey

Journeys are the main container for your customer experience maps. When creating a journey, you’ll define the scope (which customer segment, timeframe, or scenario), set the journey context, and begin mapping the customer experience flow. Each journey starts with a blank canvas where you can add touchpoints and connect them to show customer progression.

Learn more about journey basics →

Make a Touchpoint

Touchpoints are the building blocks of your journey maps. Each touchpoint represents a specific interaction where customers engage with your brand. You can add detailed information to each touchpoint including customer actions, emotions, pain points, and business metrics. Touchpoints can be connected to show flow and progression through the customer experience.

Learn more about touchpoint basics →

How Elements Connect

The power of Journey Mapper comes from how these elements work together to create comprehensive customer experience visualizations. Teams provide the collaborative workspace, journeys define the scope and context, touchpoints capture specific interactions, and regions organize the overall flow into logical phases.

As you add more touchpoints to a journey, patterns emerge that reveal opportunities for experience improvement. Teams can collaborate in real-time, adding comments, feedback, and insights that help everyone understand the customer experience more deeply.

Next Steps

Now that you understand the core elements, you’re ready to start building your first journey map. Begin by creating your team, then set up your first journey, and start adding touchpoints that represent your customer’s actual experience with your product or service.