Modeling of Human Experiences

CJML is a visual language for modeling of human experiences. The human may have other roles than a customer, such as a patient, user or citizen. CJML provides a comprehensive set of terminology, syntax, diagrams, methods, and tools.

Explore CJML to learn more

🔍 What makes CJML different?

CJML allows precise modeling of customer journeys—and allows you to compare them directly against what was planned or expected. CJML serves as a common language for interdisciplinary collaboration. Use it to:

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

Learn more about how CJML is different

📰 News

CJML Version 3 is coming soon. The new release introduces several enhancements, refinements, and new tools to support customer journey modeling and analysis.

Extending CJML Across Domains

CJML supports multiple application areas through domain-specific extensions. Each builds on the shared foundation of core CJML, while introducing specialized concepts tailored to the needs of their respective fields:

• 🧬 Core CJML – the foundation
• 🏥 Health
• 🛡️ Cyber Security
• 🔒 Privacy Journey

Graphical editor

Take a look at the CJML editor:

Data format

<CJML version="2.0">
  <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