You want to improve your services, but you don’t always know where to start. A customer journey map provides insight into your biggest improvements and easiest quick wins. And the best part? We’ve made customer journey mapping a piece of cake with this toolkit.

How will this toolkit help my service desk?

      • Everything you need to know about customer journey mapping in one place
      • An interactive, one-hour workshop to get you and your team ready to start mapping
      • All materials and instructions for your customer journey map ready and printable
      • A clear path from your first customer interview to improving your services
Customer Journey Mapping Template

Everything you need for your customer journey map

A customer journey map provides valuable insight and helps you improve customer experience. But how do you make one for your service desk? Use this complete toolkit and you’re off to a flying start.


  • Mapping your customer journey in 10 steps

  • Customer journey mapping workshop

  • Customer journey map template

  • Persona template and example

  • Example: service desk customer journey

  • Tips for conducting effective interviews

  • Put your ideas into practice

What our readers say

Brilliant. Excellent and really powerful, about to use this again for our starters process.
Sandra Gillham
IT Service Manager, Keele University
Clear and concise steps and the relevant information needed to make the experience and journey enjoyable.
Rudy Berongoy
IT Service Desk Team Leader, West Suffolk College
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About the author: Wes Heemskerk

Wes Heemskerk is a consultant and customer journey expert at TOPdesk. He helps service management professionals like you improve their services and regularly gives workshops on customer journey mapping.

Get your free customer journey mapping toolkit

Get your free customer journey mapping toolkit