Summary: A collaborative spreadsheet is an efficient, effective tool for virtual customer-journey mapping. Because of the format and structure it affords, almost everyone will be able to access and easily use it.
Journey maps visualize the process that a customer goes through to accomplish a goal. They are created by compiling a series of user tasks and actions into a timeline, alongside user thoughts and emotions, in order to create a narrative. This narrative communicates insights that inform the design process.
There are many digital tools that help distributed teams compile journey maps into digital formats. This article provides a simple spreadsheet template for virtual customer-journey mapping. You can also use this template as a first step for digitizing the output from an in-person journey-mapping workshop.