**Customer Journey Map: Air Travel Experience** --- **Lifecycle Stage** - **Ticket Search** - **Purchase** - **Pre-Flight Expectations** --- **Customer Actions** - Searching for options - Comparing prices - Completing the purchase --- **Touchpoints** - Website - Mobile App - Customer Support --- **Goals and Expectations** - Find the best deal - Understanding travel details - Prepare for the flight --- **Emotions** - 😊 Positive - 😐 Neutral - 😠 Frustrated --- **Importance** - **High** - **Medium** - **Low** --- **Customer Experience** - **Positive Feedback:** Easy navigation, clear information - **Negative Feedback:** Confusing layout, lack of support --- **Visuals:** - Use simple emoticons for emotions - Color-coded importance indicators (red, yellow, green) - Sticky note style for customer actions and feedback --- Adjust visuals to focus on user-friendly design, utilizing bright, engaging colors while maintaining clarity.