Journey-Map Timeline

1  Slide Type Name
Journey‑Map Timeline

2  One‑Sentence Purpose Statement
Shows “how the customer’s experience unfolds over time and where we intervene” by tying chronological events to distinct journey stages.

3  Visual Description (Designer Instructions)

• Set a 16 × 9 slide with a broad horizontal band segmented into 5‑7 labeled journey stages (e.g., Discover → Evaluate → Purchase → Onboard → Adopt → Advocate).
• Use uniform, lightly colored stage blocks (soft gradient or pastel) with stage names centered in bold at the top of each block.
• Run a thin timeline axis directly beneath these blocks; mark key calendar ticks (weeks or months).
• Inside each stage block—stacked just above or below the axis—place icons or rounded rectangles for touch‑points (website visit, demo, support call) and overlay short labels. Connect sequential touch‑points with thin arrows to convey flow.
• Beneath the main axis, add one row for internal “Moments That Matter” (milestones, hand‑offs); depict them as diamonds or call‑out bubbles aligned to their date.
• Optionally superimpose an emotion curve or NPS trend line (light gray line with dots) across the blocks to illustrate customer sentiment.
• Highlight the current stage with a subtle glow or thicker outline.
• Leave top 15 % for a concise headline and legend (icon meanings, emotion scale). Keep margins generous so text never reaches slide edges.

4  Business Questions This Slide Answers

• Where are customers right now along their journey?
• Which touch‑points and moments drive positive or negative sentiment?
• When do internal actions (e.g., onboarding email) intersect with customer needs?
• Where are drop‑offs or delays between stages?
• How do planned initiatives align to improve the journey this quarter?

5  When to Use (Typical Situations)

• CX workshops aligning product, marketing, and support on a unified roadmap.
• Board presentations that link investment to end‑to‑end customer impact.
• Service‑design or design‑thinking sprints to visualise pain points.
• Quarterly business reviews showing progress on customer‑experience KPIs.
• Post‑mortem analyses of churn or conversion funnels.

6  Core Data Fields Required

• Journey stages (names, sequential order).
• Touch‑point titles and their dates/timing within stages.
• Key internal milestones aligned to the timeline.
• Current date or current stage indicator.

7  Optional / Advanced Data Fields

Emotion / satisfaction score at each touch‑point (for sentiment curve).

• Owner or team responsible for each touch‑point.
• KPI targets (conversion %, NPS) displayed under relevant stages.
• RAG status or risk flags on moments‑that‑matter.
• Links to deeper persona research or voice‑of‑customer clips.