CUSTOMER JOURNEY MAP WORKSHEET
Space Office | October 11, 2026
Guide: https://www.spaceoffice.ai/blog/customer-journey-map

Use this blank worksheet in a document, spreadsheet, or whiteboard.
The field layout is an original Space Office teaching worksheet.
Replace prompts with your own approved evidence. An empty field is better
than an invented customer quote, emotion, or result.

1. DEFINE THE MAP

Customer group / actor:
Customer goal:
Product or service:
Scenario:
Start event:
End event:
Decision this map will support:
Map owner:
Research period:
Version and review date:
Map type: [current state / proposed future state / hypothesis map]
Known coverage limits:

2. REPEAT THIS RECORD FOR EACH STAGE

Stage name:
Customer goal at this stage:
Customer action:
Touchpoint / channel:
Relevant context:
Customer question or expressed feeling:
Evidence reference(s):
Evidence status: [observed / customer-reported / hypothesis]
What the evidence establishes:
What it does NOT establish:
Friction or useful moment:
Missing or conflicting evidence:
Next check:
Owner of the check:
Customer outcome to assess:
Observation / measurement method:
Review date:

Repeat the stage record as needed. Record loops and alternative paths;
do not force every customer into a single uninterrupted sequence.

3. EVIDENCE REGISTER

Evidence ID:
Source type and location:
Source date:
Relevant customer group / scenario:
Observation or customer-reported finding:
Scope / sample limitations:
Access restrictions:
Approved for this use by:
Reviewer and review date:

Keep sensitive source details in their approved system. Reference the
material the reviewer needs instead of copying unrelated personal data.
Separate a customer's actual statement from the team's interpretation.

4. ACTION RECORD

Question or problem:
Supporting evidence IDs:
Alternative explanation(s):
Proposed next check or change:
What would support the hypothesis:
What would contradict the hypothesis:
Human owner:
Required access / authorization:
Starting evidence or baseline: [record unknown if unavailable]
Customer outcome:
Success / failure definition:
Measurement or observation period:
Possible adverse effects to check:
Review date:
Observed result: [leave empty until the check is completed]
Decision and rationale:
Follow-up owner and date:

5. FICTIONAL EXAMPLE OF EVIDENCE VERSUS HYPOTHESIS

This example is invented for instruction. It is not customer research,
Space Office customer work, or a measured performance result.

Scenario: A training-business owner deciding whether to renew an imaginary
workshop scheduling product.
Start: Renewal reminder. End: Decision to renew or leave.

Stage: Resolve a booking problem.
Customer goal: Move an existing class to a new time.
Action: The owner asks how to reschedule.
Touchpoint: A support request.
Context: An existing account owner approaching a renewal decision.
Customer question: How can I change this class?
Feeling: Unknown; no emotional testimony is supplied in this example.
Illustrative evidence E03: A fictional support record describes uncertainty
about rescheduling an existing class.
Evidence status: Customer-reported difficulty; no direct task observation.
Friction: The rescheduling step is unclear to this owner.
Hypothesis: This difficulty might affect renewal.
Limit: The support record does not establish that it causes cancellation.
Next check: Observe a permitted rescheduling task and ask how the issue
affects the owner's decision.
Owner: The designated human customer-success owner.
Outcome: Determine whether the relevant user can complete the task and
confirm the change without unintended effects on another class.
Review date: Set when the observation is scheduled.
Result: Unknown; no check has been performed in this fictional example.

6. FINAL REVIEW

[ ] The map has one clear customer perspective and scenario.
[ ] Every finding has a source, or is labeled as a hypothesis.
[ ] Customer quotes and feelings were not invented.
[ ] Missing groups, channels, periods, and conflicting evidence are visible.
[ ] Current experience and proposed future experience are separated.
[ ] One useful next check has an owner and review date.
[ ] No unperformed test or business result is presented as completed.
[ ] A human has checked the sources and approved the next decision.

SPACE OFFICE WORKFLOW

Sodium can organize approved customer research.
Gold can examine relevant customer-success handoffs.
Hydrogen coordinates and reviews the combined packet.
A human verifies the evidence and decides the next action.

Account access, customer contact, and changes to a live experience require
their own appropriate authorization; preparing this worksheet grants none.