Customer Journey Mapping Template

CUSTOMER JOURNEY MAPPING AGREEMENT

Client Name:    Service Provider Name:

Agreement Effective Date:

RECITALS

WHEREAS, Client seeks to document, analyze, and improve the end-to-end customer experience through a structured customer journey mapping engagement; and

WHEREAS, Service Provider is experienced in customer research, journey mapping, and service design and will provide the services set forth in this Agreement in accordance with the terms and conditions herein; and

NOW, THEREFORE, in consideration of the mutual covenants and agreements contained in this Agreement, the parties agree as follows.

1. SCOPE OF WORK

The Service Provider will produce a Customer Journey Map deliverable that includes research synthesis, persona definitions, stage breakdowns, touchpoint analysis, emotional mapping, pain point identification, and prioritized recommendations. Deliverables and acceptance criteria are described in the Scope of Work above.

2. CUSTOMER JOURNEY MAP TEMPLATE

Use the fields below to capture the primary journey stages, persona details, and associated attributes. The Service Provider will populate and refine these fields as part of the engagement.

Stage 1 — Awareness

Stage 2 — Consideration

3. PAYMENT TERMS

Invoices are due as set forth in the Payment Schedule. Overdue amounts shall accrue interest at the Late Payment Fee rate set forth above and the Client shall be responsible for reasonable collection costs, including attorney fees, where permitted by law.

4. TERM AND TERMINATION

This Agreement shall commence on the Start Date: and shall continue until the End Date: unless earlier terminated in accordance with this Section.

Either party may terminate this Agreement for material breach if the other party fails to cure such breach within the Notice Period following written notice. Either party may also terminate for convenience upon providing the Notice Period to the other party. Upon termination, Client shall pay Service Provider for all work performed and expenses incurred through the effective date of termination.

5. CONFIDENTIALITY

"Confidential Information" means non-public information disclosed by either party to the other that is designated as confidential or that reasonably should be understood to be confidential. The receiving party shall (a) use Confidential Information solely for the performance of this Agreement, (b) restrict disclosure to employees or contractors with a need to know who are bound by confidentiality obligations at least as protective as this Section, and (c) protect Confidential Information using reasonable care no less than that used to protect its own confidential information. Confidential Information shall not include information that is generally available to the public or that is independently developed without use of the other party's Confidential Information.

The obligations in this Section shall survive termination of this Agreement for a period of three (3) years, except that trade secrets shall remain protected for as long as they qualify as trade secrets under applicable law. Each party may seek injunctive relief to protect its Confidential Information in addition to any other remedies available at law or equity.

6. INTELLECTUAL PROPERTY

Unless otherwise agreed in writing, Service Provider grants Client a non-exclusive, perpetual license to use deliverables produced under this Agreement for Client's internal business purposes. Service Provider retains ownership of underlying methodologies, templates, and pre-existing materials. Any third-party materials incorporated into deliverables shall be subject to the applicable third-party license terms, and Client shall obtain necessary rights where required.

7. REPRESENTATIONS & WARRANTIES

Each party represents that it has the full right, power and authority to enter into and perform this Agreement. Service Provider warrants that services will be performed in a professional and workmanlike manner consistent with industry standards. EXCEPT AS EXPRESSLY SET FORTH IN THIS SECTION, SERVICE PROVIDER DISCLAIMS ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE.

8. LIMITATION OF LIABILITY

Except for liability arising from a party's gross negligence, willful misconduct, or breach of confidentiality, neither party shall be liable for consequential, incidental, special, or punitive damages, and aggregate liability shall not exceed the total fees paid by Client under this Agreement during the preceding twelve (12) months.

9. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of the State of without regard to its conflict of laws principles.

10. ENTIRE AGREEMENT

This Agreement, together with any exhibits or attachments expressly incorporated by reference, constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements, proposals, and understandings, whether written or oral. Any amendment must be in writing signed by authorized representatives of both parties.

11. ADDITIONAL TERMS

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