CJM Template for Travel (for hotels)



Last time we stopped at a hotel we forgot what room we were in. We asked the receptionist and he helped us by saying we were in the lobby.

That couldn’t do. So we grabbed an armful of maps, multiple studies and Internet articles with many reviews left by hotel guests. We smashed them all together and got a rich and comprehensive template with over a dozen of touchpoints that will suffice even the most tempted customer journey mapper. Feel free to use it to explore the ropes of your CX and find all the gaps, holes, and scratches.

Making CJM for hotel businesses is like a tightrope walking. You can use our template as a balance pole so that you never fall off the rope.

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Map's Persona

Katrin Maier, 42, Austria

Married, three children. 

Likes to travel with family or just with her husband. 

Prefers to choose hotel by herself, has several favorite places. 

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Travel (for hotels)

Maps we based on

Links to help you

Our blog to help you start with CJM: https://uxpressia.com/blog/

The hotel customer journey: https://www.hotelgenius.co/index.php/the-hotel-customer-journey/

Great UX Lessons from the top 5 hotel websites: http://resources.pcapredict.com/index.php/great-ux-lessons-from-the-top-5-hotel-websites/

How Hilton recreated customer experience through digital transformation: https://www.youtube.com/watch?v=nr2sVIA1WYI

How InterContinetal Hotels Group delivers rich CX: https://www.youtube.com/watch?v=xjWuRxJeoiI