CJML

The latest version is CJML v2.0, and it was published in November 2022. This version consists of five interconnected modules, each described in PowerPoint. These files are available below (Documents). The module “Data format” also consists of an XML schema definition and example XML files. If you’re new, beginning with the Introduction is a great idea.

. The components of CJML

Documents

CJML Introduction and overview [PowerPoint]
CJML Visual notation [PowerPoint]
CJML Diagram generator [PowerPoint]
CJML Terminology [PowerPoint]
CJML Data format [PowerPoint]
- XML schema definition [XSD]
- XML example: Mandatory fields [XML]
- XML example: Bookstore [XML]

What is a customer journey? A customer journey is a metaphor for “walking in the customer’s shoes” as he or she is using a service, for example, online shopping.

What is a customer journey map? A customer journey map is a visualization of a customer journey. There is no standard diagram for customer journeys, but they are often divided into sequential steps with time along the horizontal axis. In most cases the vertical axis represents the customer experience.

What is CJML? A formalized approach to customer journeys, and it includes terminology and a visual notation. The diagrams are a specialized form of process diagram that highlight the actors participating in the journey and the sequence of steps (touchpoints) necessary to achieve the end-user’s goal. For each touchpoint, the diagram specifies which actor initiates communication, the recipient, and the channel through which the interaction occurs.