A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.
It may focus on a particular part of the story or give an overview of the entire experience. What it always does is identify key interactions that the customer has with the organization.
For my product that is The Railway System of Europe. A customer journey map:
Goal . To identify the needs of daily passengers, how they interact with the system, the booking system, how they react to the things present at the railway station. The needs of the people. People research the web, blog, talk with friends compare air fairs before booking tickets. They look for the time table. People don’t want to make wrong choices. We should make their tasks eady
Research : To understand this we carry out a research. What a customer wants and what are their tastes. By knowing what they need and what kind they need we can improve upon our services.