Prep Time:
Time to run:
1-3 hours

Experience diagramming template

A way of mapping a person's journey through a set of circumstances or tasks

Courtesy of our friends at

Use the experience diagramming template to visualize your customer experience by helping you map and consider the impact of every element along the way.

An experience diagram reveals more than just an overview of the action — rather, it pinpoints key decisions, highlights when and how specific tools were employed, and identifies other participants who were part of the experience. Experience diagramming can also bring to light important qualities of the experience, showing the complexity or difficulty that your customers faced and how they struggled, adapted, or overcame.

The experience diagramming template helps you:

  • Get an in-depth look at a customer experience from a different perspective
  • Analyze key points and decisions involved in an experience
  • Make informed decisions and craft better solutions

How to use the experience diagramming template

To use Mural’s experience diagramming template, follow the steps outlined below.

1. Define the scope of your research

Before you begin, it’s important to narrow the scope to a particular scenario or process within an existing product or service. Start by adding a central persona (e.g. ‘business traveler’). This will keep your research focused on the right elements.

2. Consider the experience from six different angles

To fully round out your understanding of a customer experience, you need to consider all the elements that make up that experience — for this reason, the Mural template offers six different categories to get you started:

  • Steps: What steps are involved in the experience?
  • People: Who will your customer interact with?
  • Places: Where is your customer or where are they going?
  • Things: What physical or software items will your customer interact with?
  • Positive moments: What are the best parts of the experience?
  • Negative moments: What are the worst parts of the experience?

For each step of the experience, include as many relevant notes across each of the subsequent categories to develop a solid picture of the experience as a whole.

3. Look for themes and develop key takeaways

Once you’ve run through your experience diagramming exercise and noted down all the elements of your customer experience, it’s important to use that information to identify key themes. Group these themes together, use color coding, or label them with tags. This will help you build action items and next steps.

Tips for running a experience diagramming template exercise

To get the most out of Mural’s experience diagramming exercise, you should:

  • Have a well defined persona and a particular scenario that you’re going to analyze, so that your research can be as focused and impactful as possible
  • Use tags for sticky notes to help identify key themes and create groups across your results, which will help when crafting possible solutions to problems
  • Build a list of key takeaways and share your findings with all stakeholders

How to create a Experience diagramming template

Mural’s intuitive interface makes it easy to ideate, organize, and analyze your information

With Mural, it’s easy to brainstorm within a framework that everyone understands, capture all your best ideas, and analyze them to craft informed next steps.
Sticky notes & text

Sticky notes & text

Add ideas, action items, and more as a sticky note or text box — then change the colors and cluster to identify patterns and new solutions.

Real-time collaboration

Real-time collaboration

Add more productivity and engagement to meetings and calls with features to guide collaboration.

Tags on sticky notes

Tags on sticky notes

Customizable labels make it easy to find, organize, and categorize your work in a mural.

Flexible permissions

Flexible permissions

Control access to collaboration features with view-only, edit, and facilitator settings.

Infinite & resizable canvas options

Infinite & resizable canvas options

Choose the right canvas for your collaboration goals — flexibility without limits.

Easy sharing

Easy sharing

There are no barriers to collaboration with the ability to safely and securely share murals with others.

Experience diagramming template frequently asked questions

What is experience diagramming?

What is a journey map in design thinking?

LUMA Institute

Template by LUMA Institute


LUMA offers acclaimed in-person training, custom innovation programs, and a unique digital platform (LUMA Workplace), used by innovators in over 70 countries. Leading organizations around the globe rely on the LUMA System of Innovation — a practical, flexible, and scalable approach to Human-Centered Design.

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Mural is the only platform that offers both a shared workspace and training on the LUMA System™, a practical way to collaborate that anyone can learn and apply.