Elements

1. Emotions: moments of feelings of a user/ customer throughout the experience interacting with a product/ business

1.1. Happy

1.2. Sad

1.3. Angry

1.4. Frustrated ...

2. Touchpoints: WHAT a customer interacts with the product/ business

3. Channels: HOW the customer interacts with the product/ business

3.1. Social networks

3.2. Direct sales

3.3. Email

3.4. Newsletter

3.5. Distribution network

3.6. Phone calls

4. Profile: characteristics that demonstrate the basic picture of a customer (needs, goals, thoughts, feelings, opinions, expectations, and pain points of a user)

4.1. Pain points: problems about a specific experience in a customer's journey of which he/ she may be/ may NOT be aware of. This is an opportunity for us to give a solution for the problem.

5. Timeline: a defined amount of time (1 week, month or 1 year) or variable chains/ sales tunnel Example: AIDA, NAITDASE

5.1. AIDA

5.1.1. Attention/ Awareness

5.1.2. Interest/ Impression

5.1.3. Desired/ Decision-making

5.1.4. Action

5.2. NAITDASE

5.2.1. Need (pain points of a user)

5.2.2. Attention/ Awareness

5.2.3. Interest/ Impression

5.2.4. Trust (or Confidence before a customer moves on to decision-making phase; a user needs to have Trust on the service/ Confidence on the experience before making any decision)

5.2.5. Desired/ Decision-making

5.2.6. Action

5.2.7. Satisfaction

5.2.8. Evaluation