Experience Helpdesk Member Resources/Customer Journey Mapping: From First Touch to Forever Customer/Quick Journey Audit Worksheet

Quick Journey Audit Worksheet

Complete this 2-hour audit when you need journey insights fast

Audit Setup

Date: _
Auditor: _
Journey Scenario: _
Time Started: _
Time Completed: _

HOUR 1: Customer Voice Mining

Spend exactly 60 minutes gathering customer insights from existing sources

Support Ticket Analysis (20 minutes)

Review 20 recent support tickets related to this journey

Ticket Categories

□ Pre-purchase questions: tickets
□ Purchase/checkout issues: tickets
□ Onboarding problems: tickets
□ Usage/feature questions: tickets
□ Account/billing issues: tickets
□ Other: tickets

Top 5 Repeated Issues

  1. Issue: Frequency: _ Journey Phase: _
  1. Issue: Frequency: _ Journey Phase: _
  1. Issue: Frequency: _ Journey Phase: _
  1. Issue: Frequency: _ Journey Phase: _
  1. Issue: Frequency: _ Journey Phase: _

Emotional Indicators

Words/phrases that indicate frustration:
Words/phrases that indicate confusion:
Words/phrases that indicate delight:

Customer Review Mining (20 minutes)

Read 20 recent reviews/testimonials

Journey Mentions

Awareness phase mentions:
  • How they discovered you: ___
  • Problem they were solving: ___
Research phase mentions:
  • What they compared: ___
  • What convinced them: ___
Decision phase mentions:
  • Final decision factor: ___
  • Remaining concerns: ___
Implementation mentions:
  • Setup experience: ___
  • Time to value: ___
Usage mentions:
  • Favorite features: ___
  • Ongoing challenges: ___

Key Quotes

Positive journey moment:
"___"
Negative journey moment:
"___"
Transformation described:
"___"

Sales/Chat Transcript Review (20 minutes)

Analyze 20 recent sales conversations or chat logs

Common Questions by Phase

Early stage questions (exploring):
Mid stage questions (evaluating):
Late stage questions (deciding):

Objection Patterns

Price/value objections:
Trust/credibility objections:
Fit/relevance objections:
Process/implementation objections:

Decision Triggers Mentioned

What made them ready to buy:

HOUR 2: Analytics Journey Reconstruction

Spend exactly 60 minutes analyzing behavioral data

User Flow Analysis (20 minutes)

Pull user flow report for main scenario

Top Entry Points

  1. Page: % of traffic: _ Source: _
  1. Page: % of traffic: _ Source: _
  1. Page: % of traffic: _ Source: _

Common Path Patterns

Most common 3-page sequence:
Most common 5-page sequence:

Exit Points

Top 3 exit pages:
  1. Page: Exit rate: _%
  1. Page: Exit rate: _%
  1. Page: Exit rate: _%
What happens right before exits?

Session Behavior Analysis (20 minutes)

Analyze session patterns

Multi-Session Patterns

Average sessions before conversion: _
Average days from first visit to conversion: _
Return visit rate: _%

Session Timing

Typical time between sessions:
  • Session 1 to 2: _ days
  • Session 2 to 3: _ days
  • Session 3 to 4: _ days
Pages viewed per session:
  • First session: _ pages
  • Second session: _ pages
  • Third session: _ pages
  • Converting session: _ pages

Time on Site Patterns

By journey phase (estimate based on pages):
  • Research pages: _ minutes average
  • Comparison pages: _ minutes average
  • Pricing/purchase pages: _ minutes average
  • Support/help pages: _ minutes average

Device & Channel Analysis (20 minutes)

Track cross-device and cross-channel behavior

Device Journey

Device progression:
□ Start on mobile, finish on desktop: %
□ Start on desktop, finish on desktop: %
□ All mobile: %
□ All desktop: %
□ Complex multi-device: %
Where device switches happen:

Channel Switches

Channel combinations observed:
□ Organic search → Direct: %
□ Social → Organic search: %
□ Email → Direct: %
□ Paid ads → Organic: %
□ Other: _%
Channel attribution:
  • First touch channel: ___
  • Last touch channel: ___
  • Assists from other channels: ___

Micro-Conversion Tracking

Key actions before macro-conversion:
□ Downloaded resource: % of converters
□ Watched video/demo: % of converters
□ Used calculator/tool: % of converters
□ Viewed pricing: % of converters
□ Read reviews/cases: % of converters
□ Contacted support: % of converters

Synthesis & Insights

Take 10 minutes to identify patterns

Journey Breaks Identified

Combine insights from both hours
  1. Break: ___
      2. Phase: ___
      Evidence: ___
  1. Break: ___
      2. Phase: ___
      Evidence: ___
  1. Break: ___
      2. Phase: ___
      Evidence: ___

Emotion Patterns

High anxiety moments:
High excitement moments:
Confusion clusters:

Quick Wins Identified

Could fix this week:
Needs more investigation:

Surprising Discoveries

What didn't match expectations?

Next Steps

Priority 1 (Do this week):
  • Action: ___
  • Owner: ___
  • Success metric: ___
Priority 2 (Do this month):
  • Action: ___
  • Owner: ___
  • Success metric: ___
Priority 3 (Plan for next quarter):
  • Action: ___
  • Owner: ___
  • Success metric: ___

Quick Audit Scorecard

Journey Health Score
□ Critical (multiple breaks, high abandonment)
□ Poor (significant friction, confusion evident)
□ Fair (some issues but functional)
□ Good (smooth with minor issues)
□ Excellent (seamless and delightful)
Data Confidence Level
□ Low (limited data, small sample)
□ Medium (decent data, some gaps)
□ High (robust data, clear patterns)
Recommended Next Action
□ Emergency fixes needed
□ Full journey mapping project
□ Specific phase optimization
□ Minor tweaks only
□ Monitor and maintain
This template is part of the UX Helpdesk Journey Mapping Toolkit. For additional resources, visit your member portal.