How to Create Journey Maps from Calls #

Journey maps help you visualize customer experiences and identify opportunities for improvement. This guide shows you how to create journey maps from your call data in Insight7.

Accessing Journey Map Creation #

Step 1: Navigate to Extract Insights #

1. Login to your Insight7 account at https://insight7.io
2. Go to Analyze in the main navigation
3. Select Extract Insights

Step 2: Select Journey Map #

1. Click on Journey Map from the insight extraction options
2. You’ll see: “Visualize journeys to uncover growth opportunities”
3. Click to proceed to the journey map creation view

Creating Your Journey Map #

You’ll see two options for creating your journey map:

Option 1: Create Your Own Map #

Best for:

• Unique customer journeys specific to your business
• Custom processes not covered by templates
• Highly specialized industries or use cases

Steps:

1. Select “Create your own Map”
2. Proceed to customize your journey map structure

Option 2: Use Templates #

Best for:

• Common industry journeys
• Getting started quickly
• Standard customer experience flows

Available Templates:

• Banking – Financial services customer journeys
• Ecommerce – Online shopping and purchase experiences
• Technology – SaaS onboarding and support flows
• Healthcare – Patient experiences and care journeys
• Insurance – Policy shopping and claims processes

Steps:

1. Select “Use Templates”
2. Click on the template that matches your industry
3. The template will pre-populate with standard journey steps
4. Customize as needed

Customizing Your Journey Map #

Whether you’re creating from scratch or using a template, you can customize:

Define Steps #

Journey steps represent the major stages in your customer’s experience.

Step 1

• Enter the name of the first stage (e.g., “Awareness,” “Research,” “Initial Contact”)
• Add a description (Optional) to provide context

Step 2

• Enter the second stage name (e.g., “Consideration,” “Demo,” “Purchase Decision”)
• Add a description

Step 3

• Enter the third stage name (e.g., “Purchase,” “Onboarding,” “Implementation”)
• Add a description

Add More Steps:

• Click “Add a Step” to include additional journey stages
• Common journeys have 3-7 steps
• Add as many as needed to capture the full experience

Finalizing Your Journey Map #

Step 3: Create Journey Map #

1. Review your customized steps and lanes
2. Ensure all journey stages are clearly defined
3. Click “Create Journey Map” to generate your visualization

Step 4: Analyze and View Results #

Once created, Insight7 will:

• Analyze your calls against the journey structure
• Map customer experiences to each step
• Identify patterns, pain points, and opportunities
• Generate visual representations of the journey

Using Your Journey Map #

After creation, you can:

Identify Friction Points

• See where customers struggle in their journey
• Spot drop-off stages or bottlenecks
• Prioritize improvements based on impact

Uncover Opportunities

• Find stages where customers express unmet needs
• Discover moments of delight to amplify
• Identify upsell or cross-sell opportunities

Share with Stakeholders

• Export journey maps for presentations
• Share insights with product, marketing, or CX teams
• Use visualizations to drive decision-making

Track Changes Over Time

• Create multiple journey maps across different time periods
• Monitor how customer experiences evolve
• Measure the impact of improvements

Tips for Effective Journey Maps #

Start with Templates

• Use industry templates as a foundation
• Customize to fit your specific process
• Save time while ensuring comprehensive coverage

Keep Steps Clear and Distinct

• Each step should represent a meaningful stage
• Avoid overlapping or redundant steps
• Use customer-centric language (what they do, not what you do)

Use Descriptive Lane Names

• Make lanes specific and actionable
• Examples: “Emotional state,” “Questions asked,” “Objections raised”
• Helps team members understand what to look for

Iterate and Refine

• Start simple with 3-5 core steps
• Add complexity as you learn more
• Update journey maps based on insights discovered

Align with Business Goals

• Map journeys that impact key metrics (conversion, retention, satisfaction)
• Focus on high-value or high-risk customer segments
• Use insights to drive meaningful improvements

Common Journey Map Use Cases #

Sales Teams

• Map the buyer’s journey from awareness to close
• Identify where deals stall or accelerate
• Optimize sales processes based on insights

Customer Success

• Visualize onboarding and adoption journeys
• Find retention risk points
• Improve customer experience touchpoints

Support Teams

• Map issue resolution journeys
• Identify escalation triggers
• Streamline support processes

Product Teams

• Understand feature discovery and adoption
• Find usability friction points
• Prioritize product improvements