Marketing Atlas
한국어
▽ Funnels & journeys

Customer journey map

고객여정 지도

Put touchpoints and shifts in customer emotion on one timeline.

···
html
<div class="journey"><div class="journey-top"><span>DISCOVER</span><span>COMPARE</span><span>ORDER</span><span>DELIVERY</span><span>USE</span></div><svg viewBox="0 0 500 150" preserveAspectRatio="none" aria-label="Emotion across the journey"><path class="base" d="M0 75 H500"/><path id="emotion" class="emotion" d="M10 80 L120 55 L240 45 L360 120 L490 55"/><circle id="moment" cx="360" cy="120" r="9"/></svg><div class="journey-note"><b id="journey-label">DELIVERY DELAY</b><button id="journey-fix" type="button">SEND UPDATE</button></div></div>
css
.journey{width:min(92%,760px);display:grid;gap:clamp(8px,2vmin,17px);font:800 clamp(10px,max(1.8vmin,1vw),14px)/1 sans-serif}.journey-top{display:flex;justify-content:space-between;gap:3px;color:var(--muted)}.journey svg{width:100%;height:clamp(80px,27vmin,210px);overflow:visible}.journey .base{stroke:var(--line);stroke-width:2;stroke-dasharray:5 5}.journey .emotion{fill:none;stroke:var(--accent);stroke-width:5;stroke-linejoin:round;stroke-linecap:round;transition:d .6s}.journey circle{fill:var(--accent-2);stroke:var(--fg);stroke-width:3;transition:cy .6s}.journey-note{display:flex;justify-content:space-between;align-items:center;color:var(--accent)}.journey button{border:0;background:var(--fg);color:var(--bg);padding:clamp(5px,1.4vmin,11px);font:inherit;cursor:pointer}
js
let fixed=false;const path=document.getElementById('emotion'),point=document.getElementById('moment'),label=document.getElementById('journey-label');function render(){path.setAttribute('d',fixed?'M10 80 L120 55 L240 45 L360 65 L490 45':'M10 80 L120 55 L240 45 L360 120 L490 55');point.setAttribute('cy',fixed?'65':'120');label.textContent=fixed?'CUSTOMER INFORMED':'DELIVERY DELAY'}document.getElementById('journey-fix').onclick=()=>{fixed=!fixed;render()};setInterval(()=>{fixed=!fixed;render()},2600);
···

Touchpoint고객 접점

Each encounter with a brand can change the next step in a journey.

···

Moment of truth결정적 순간

A single service response can sharply change trust in the relationship.

···

Path to purchase구매 경로

Different discovery and validation paths can lead to the same purchase.

···

Lead nurturing리드 육성

Provide relevant information as a lead moves toward a decision.

A journey map lays out the touchpoints, actions, and emotions a customer experiences while pursuing a goal. It follows the customer's experience across teams and channels.

Use interviews and behavior records to mark expectations and actual outcomes, then locate sharp emotional drops. In the demo, a delayed delivery bends the emotion line downward; an update helps it recover.

A polished map is not evidence by itself. Ground each touchpoint and emotion in observed behavior or customer accounts.

When to use

Use it to align teams on where a cross-team experience breaks down.

Open as page ↗