UX journey maps come in all shapes and sizes. Each can be very effective. I feel it's most important to capture specific elements within the journey map. In addition, visual customer journey maps can be much easier to use. For each customer journey stage and step the following should be captured: customer drivers/considerations; expectations of a solution or solution provider (touchpoint with solution or solution provider); what the customer is doing (needs & activities); what the customer is doing; and what the customer is thinking.

For each touchpoint, you may want to evaluate the relative importance for the customer. You may also define a process to measure the key touchpoint - measure/metric, how to calculate, data to be captured for calculation, target result, etc.

I would have to ask you a few questions of my own to make sure I understand what you need advice on. Since you asked this 5 months ago, I want to first check that you are still looking for an answer here, from a Clarity expert. Let me know and we'll take it from there.

Speech Bubble User Journey