How to use the Customer journey template

Start a board from it
Use this template opens a new Freero board with the Customer journey template on it (sign up free first). On a board you already have, open Templates in the toolbar and search for “Customer journey”.
Follow the instruction on the board
“Walk through one persona stage by stage. Fill the lanes from real research quotes where you can.”
Fill in each part
- Discover
- Compare
- Buy
- Onboard
- Recommend
- Doing Actions they take
- Thinking Questions on their mind
- Feeling Mood at each stage
- Pain points What gets in the way
- Opportunities How we could help
Bring your team and your agents
Invite people to the board or share a link, and work on it together live. The timer is in the top bar, private mode and voting in the board menu, and Claude or ChatGPT can join through Freero’s MCP server.

Work on it with an AI agent

Connect an assistant once and it works on the board with you, with your permissions: by default it reads and proposes, and people decide.

You ask: “Fill in the Customer journey board from these notes.”
What happens It reads the board, then proposes sticky notes for it. Nothing changes until someone on the board accepts them.
You ask: “Group what we wrote into themes and list the actions.”
What happens It proposes clusters with a title each and task cards for the actions, labelled with its name and yours.

User story mapping: A story map of activities, user tasks and release slices, estimated and sent to Jira, Linear or GitHub.

Empathy map
What one person says, thinks, does and feels, with their pains and gains below.
User persona
A research-based profile: who they are, goals, frustrations, habits and tools.
Affinity map
Turn a pile of research notes into themes, with one insight written under each.
User interview notes
Interview guide, color-coded notes and the key takeaways from one conversation.
Day in the life
Follow one kind of user through a typical day: what they do, the tools they touch, how they feel and where you could help.
Service blueprint
What the customer does, what they see, what happens behind the scenes and the systems that support it.