
Ecommerce customer journey map template
Six stages from discover to repurchase · Touchpoints and an emotion curve · Pain points paired with ideas
Preview and use template →B2B purchases are made by a group, and each person in it asks different questions at different times. This map lists five members of a typical buying committee down the side and the stages of the purchase across the top, with each person's question in a speech bubble where they are involved, so marketing and sales can answer the right person at the right moment.
No account needed · Opens as your own editable page

List the roles involved in buying your product, from the champion to procurement and end users.
Fill each bubble with a question you have heard on sales calls or seen in emails, in the buyer's own words.
For each question, link the page, case study or call that answers it. Empty answers are content to create.
Rename or add role rows and fill in the questions each person asks at every stage. Leave a cell empty where a role is not yet involved, so the gap is visible.
No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.
Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.