To visualize and understand the step-by-step experience of SayPro customers, beneficiaries, or participants—from initial awareness to long-term engagement.**
This template helps SayPro teams:
- Identify friction points and opportunities for improvement
- Align messaging and interventions to audience needs
- Design seamless, human-centered experiences
- Enhance outreach, onboarding, and impact
When to Use This Template
- Planning a new campaign or digital journey
- Improving outreach for a SayPro service (e.g. training, support programs)
- Analyzing customer behavior across touchpoints
- Mapping the flow of in-person or virtual events
Structure of the Customer Journey Map Template
The journey map is typically organized in rows by stage and columns by category (e.g., actions, emotions, pain points, solutions).
It can be created in:
- Google Slides / PowerPoint (for visual mapping)
- Excel / Google Sheets (for tracking and analysis)
- Miro / Figma / Canva (for collaborative design)
Sample Journey Map Layout
| Journey Stage | User Actions | User Thoughts/Feelings | Pain Points | SayPro Touchpoints | Opportunities for Improvement |
|---|---|---|---|---|---|
| 1. Awareness | Sees SayPro ad on Facebook | “This looks interesting.” | Unsure what SayPro does | Social media ads, posters | Clearer messaging about benefits |
| 2. Consideration | Visits website or asks friend | “Is this worth my time?” | Confusing site layout | Website, WhatsApp, chatbot | Improve FAQ & navigation |
| 3. Registration | Fills form or registers at event | “Will I get a confirmation?” | Long form, no immediate response | SayPro online forms, SMS confirmation | Auto-response with next steps |
| 4. Engagement | Joins a SayPro workshop or campaign | “This is really engaging!” | No one followed up afterward | In-person staff, Zoom, learning tools | Assign follow-up champion |
| 5. Feedback | Fills post-event survey | “I want to share my thoughts.” | Survey too long or tech issues | Google Forms, SayPro app | Simplify survey & allow offline entry |
| 6. Retention | Follows SayPro, joins another event | “I want more opportunities!” | Lack of communication between events | Newsletters, social media | Create monthly info hub/newsletter |
| 7. Advocacy | Recommends SayPro to others | “I’m proud to share this!” | No incentives or referral program | Testimonials, community meetups | Launch referral rewards / story series |
Common Journey Stages to Include
- Awareness – Discovering SayPro through ads, word of mouth, or outreach
- Interest/Consideration – Exploring SayPro offerings and asking questions
- Sign-Up / Onboarding – Registering and receiving first communication
- Active Participation – Engaging with programs or campaigns
- Post-Experience Feedback – Reflecting on what worked or didn’t
- Follow-up / Long-Term Engagement – Staying connected with SayPro
- Advocacy – Recommending SayPro or sharing testimonials
Tips for Using This Template
- Start by identifying your target persona or audience segment
- Use real feedback and survey data to fill in pain points and thoughts
- Collaborate with digital, outreach, and M&E teams
- Turn insights into action items for improving customer experience
- Revisit the map regularly to reflect evolving user needs
Tools You Can Use
| Tool | Use Case |
|---|---|
| Google Sheets | Tabular mapping for internal strategy |
| Miro / Figma | Collaborative, visual customer journeys |
| Canva | Simple visual presentations |
| PowerPoint | Journey slides for training or meetings |
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