Modeling of Human Experiences

CJML is a visual language for modeling journeys from the perspective of the person experiencing a service. This person may be a customer, patient, user, citizen, or have another role. CJML provides the methods and tools you need for working with journeys, whether for modeling, visualization, or analysis.

Explore CJML to learn more

🔍 What makes CJML different?

CJML enables precise modeling of customer journeys and a clear distinction between planned and actual journeys. This makes it possible to compare what actually happened with what was planned or expected. CJML also provides a common language for interdisciplinary collaboration. Use it to:

• 🧭 Document and analyze customer journeys
• 📊 Evaluate UX and journey conformance
• 🛠️ Design new journeys

Learn more about how CJML is different

📰 News

CJML Version 3 is now available! Explore the new Introduction to CJML and Tutorial, updated terminology and visual notation, and a new set of templates and tools for working with journeys.

CJML in a nutshell

Graphical editor

Take a look at the CJML editor:

Data format

<CJML version="3.0">
  <actualJourney>
    <journeyID>AJ1</journeyID>
    <actors>
      <endUser actorID="Carl">
        <actorName>Carl</actorName>
      </endUser>
      <serviceProvider actorID="Company A">
        <companyName>Bookis</companyName>
      </serviceProvider>
    </actors>
    <touchpoints>
      <actualCommunicationPoint>
        <touchpointID>TP1</touchpointID>
        <initiator>
          <refersTo actorIDref="Carl"/>
          <initiatorLabel>Customer creates account</initiatorLabel>
        </initiator>
        <receiver>
          <refersTo actorIDref="Bookis"/>
          <receiverLabel>Account registered</receiverLabel>
        </receiver>
        <channel>
          <channelName>Web</channelName>
        </channel>
      </actualCommunicationPoint>
    </touchpoints>
  </actualJourney>
</CJML>

CJML results from years of research to both the practical and theoretical aspects of customer journeys. CJML has been developed in close collaboration with industry partners through multiple research and innovation projects.
Read more about the development of CJML