How to Create an Engaging Customer Journey Video with Doodly
Friday, June 13, 2025
Every business wants to turn casual browsers into loyal customers, but how do you make that happen?
It starts with understanding your customer’s journey: the steps they take from the first time they hear about your brand to the moment they become your biggest advocates.
This journey is more than just a sales funnel. It's an emotional path that shapes their entire experience with your brand.
When you understand this journey, you can craft messages and visuals that resonate with your audience at every stage.
That’s why visualizing the customer journey is so powerful.
One of the best ways to do this is with a whiteboard animation video.
Whiteboard videos are engaging, easy to follow, and perfect for explaining even the most complex concepts.
In this comprehensive guide, I’ll walk you through the process of creating a customer journey video using our favorite whiteboard explainer video tool, Doodly.
You’ll learn how to plan your story, pick the right characters and props, record a compelling voiceover, add music, and measure the video’s performance.
By the end, you’ll have all the knowledge you need to build a video that not only looks great but also drives real results.
Ready to get started? Let’s dive in!
Why Visualize the Customer Journey?
Understanding the customer journey isn’t just a marketing exercise it’s a strategic way to drive sales and build lasting relationships.
When you visualize the journey you break down the steps your customers take before they buy.
This gives you a clearer picture of what they’re thinking and feeling at each stage.
For example at the awareness stage your customer might be curious but unsure. They might need more information before they’re ready to trust you.
By the time they reach the decision stage they’re comparing options looking for the best value and need reassurance that your product is the right choice.
Visualizing these steps helps you pinpoint opportunities to engage.
You can tailor your messaging, anticipate objections and deliver value exactly when the customer needs it.
According to McKinsey and Company, companies that actively manage their customer journey can increase sales conversions by up to 25 percent.
It's not just about boosting sales, it's about making the experience smoother and more enjoyable for your customers.
When you create a customer journey video you’re giving your audience a visual map of the path they’ll take with your brand.
It shows them you understand their needs and can help them succeed.
This builds trust and trust is the foundation of every great business relationship.
Planning Your Customer Journey Video
Before diving into Doodly, you need a solid plan for your customer journey video.
Think of this as building a roadmap that guides your decisions, keeps the story consistent, and ensures your video hits the mark.
Step 1: Define Your Customer Persona
Start by defining who your customer is. In this guide we’ll use Sarah, a small business owner who feels overwhelmed by her outdated customer tracking system.
Give her a backstory. Maybe she runs a local bakery and spends hours each week trying to manage customer relationships. She wants something simpler and more effective.
When you create a persona like Sarah, your video feels personal. Your viewers can see themselves in her story, which makes the video more relatable.
Step 2: Identify the Key Stages of Her Journey
Break down Sarah’s experience into clear, manageable steps:
- Discovery: Sarah sees an ad for Acme CRM tools on LinkedIn. She’s curious but cautious.
- Exploration: She clicks the ad and browses the website. She checks features, pricing, and testimonials.
- Engagement: Sarah reaches out to a support rep. She asks questions, gets personalized answers, and feels more confident.
- Purchase: She decides to upgrade to a paid plan. She wants to make sure this CRM is the right fit.
- Success: Sarah uses the tool and notices a 25% increase in customer retention. She’s excited about the results.
- Advocacy: Sarah tells her business network about her experience, becoming a brand ambassador.
Mapping these stages helps you understand what Sarah needs at each step.
Step 3: Draft a Simple Storyboard
Now that you know Sarah’s journey, sketch a basic storyboard. For each stage, write a sentence describing what’s happening on screen.
For example:
- Scene 1: Sarah on her laptop, browsing LinkedIn
- Scene 2: Sarah reading Acme CRM’s website.
- Scene 3: Sarah on the phone with a support rep.
- Scene 4: Sarah clicking the upgrade button.
- Scene 5: Sarah looking at a graph showing improved customer retention.
- Scene 6: Sarah giving a thumbs-up, recommending Acme CRM.
You don’t need a fancy design here. A few lines on a notepad or a simple Word document is enough.
Step 4: Gather Props and Visual Elements
Think about the visuals you’ll need:
- Laptops or desktop computers
- Phones
- Graphs and charts
- Company logos
- Speech bubbles or thought clouds for key messages
Make a list of these assets. This will save you time later when you start building your video in Doodly.
Step 5: Plan Transitions and Flow
Decide how each scene will transition to the next. Will you use a fade, slide, or draw-on effect?
Smooth transitions make your video easier to watch and keep viewers engaged.
Ask yourself:
- How do I want the viewer to feel at each stage?
- How can I move them from curiosity to confidence?
Planning this now sets you up for a smoother experience once you’re in Doodly, helping you focus on creativity rather than troubleshooting.
With a clear plan, you’re ready to jump into Doodly and start building your video.
Setting Up Your Doodly Project
Now that you’ve planned Sarah’s customer journey, it’s time to bring it to life in Doodly.
This is where you transform your storyboard into an engaging whiteboard animation.
Step 1: Open Doodly and Create a New Project
Open Doodly and click “Create New Video.”
Give your project a name like “Sarah’s Journey.” Choose your board style. Whiteboard is the default, but you can also use blackboard, greenboard, or glassboard for different effects.
Step 2: Choose a Character to Represent Sarah
Go to the “Characters” tab.
Search for terms like “woman computer,” “female professional,” or “entrepreneur.”
Pick a character that feels relatable and matches your persona.
Adjust her pose. Maybe she’s sitting at a desk, holding a laptop, or looking curious.
Step 3: Add Props to Build the Scene
Navigate to the “Props” tab.
Add elements like:
- A laptop or desktop computer for the discovery scene.
- A phone for the engagement scene.
- Graphs or charts to represent success.
Use the search bar to quickly find the props you need.
Step 4: Import Your Brand Logo
Keep your branding consistent by adding your logo.
Click the blue and white plus sign to import your logo image.
Drag and drop it onto the scene.
Resize and position it where it’s visible but not distracting.
Step 5: Organize Your Assets
As you add characters and props, organize them logically on the canvas.
For example:
- Place the laptop on Sarah’s desk.
- Position the phone near her ear.
- Add the LinkedIn logo in the background.
Grouping related items together makes your scene easier to understand.
Step 6: Set Default Drawing Order
Decide how you want each element to appear. Should the background draw first, or should the character appear before the props?
You can adjust this by clicking the pencil icon next to each asset and setting the drawing path.
This keeps the viewer’s focus on what matters most.
Step 7: Save Your Work
Before moving on, save your project.
Use the “Save Project” option to avoid losing progress.
With all your assets and scenes in place, you’re ready to start building Sarah’s journey scene by scene
Building Your Video Step-by-Step
Now that your Doodly project is set up, it’s time to bring Sarah’s journey to life, one scene at a time.
A well-structured video makes the story easy to follow and keeps viewers engaged.
Let’s build each key stage of Sarah’s journey:
SCENE
1
Discovery Stage
Start with Sarah browsing LinkedIn on her laptop.
- Place Sarah at her desk, looking curious or engaged.
- Add a laptop prop and a LinkedIn logo on the screen to show where she’s browsing.
- Use text or speech bubbles sparingly. Maybe just a simple “Acme CRM Ad” to illustrate what she’s seeing.
SCENE
2
Exploration Stage
Show Sarah clicking the ad and visiting the Acme CRM website.
- Duplicate Sarah’s character for continuity.
- Change her facial expression to interested or intrigued.
- Use a computer screen prop with a simple website layout, perhaps with a “Learn More” button highlighted.
SCENE
3
Engagement Stage
Illustrate Sarah talking to a support rep to get her questions answered.
- Keep Sarah at her desk, now holding a phone.
- Add a CSR character on the other end of the phone.
- Use a diagonal line or speech bubble to represent conversation.
SCENE
4
Purchase Stage
Show Sarah upgrading to a paid plan.
- Place Sarah in front of her computer with a pop-up “Upgrade” button or success message.
- Add a hand cursor prop pointing at the upgrade button to draw attention.
SCENE
5
Success Stage
Demonstrate how Acme CRM improved Sarah’s business.
- Show Sarah smiling with a raised-arm or thumbs-up pose.
- Add a graph or chart showing a 25% increase in customer retention.
- Keep text minimal. Something like “+25% Customer Retention” works well.
SCENE
6
Advocacy Stage
End with Sarah recommending Acme CRM to others.
- Show Sarah talking to other characters (representing business peers).
- Add a whiteboard or speech bubble to highlight her recommendation.
- Include a subtle company logo in the background to reinforce branding.
Design Tips for Each Scene
- Keep backgrounds simple so the main action stands out.
- Use consistent fonts and colors to maintain brand identity.
- Keep text short and focus on visuals to tell the story.
Transitions and Flow
- Use smooth transitions like fades or quick-draw animations between scenes.
- Avoid abrupt cuts that can feel jarring.
- Adjust the drawing time for each element to match your voiceover.
By breaking the video into these scenes, you’re not just telling Sarah’s story—you’re guiding your audience through each stage of their own journey with your product.
Recording and Syncing Voiceover
A voiceover gives your video personality and keeps viewers engaged. It helps explain what’s happening on screen, connects the scenes, and adds a human touch.
Here’s how to record and sync a voiceover in Doodly:
Step 1: Write a Script
Write a script that matches each scene. Keep your language simple and conversational like you’re talking to a friend.
For example:
- Scene 1: “Meet Sarah. She’s a small business owner frustrated with her outdated customer tracking system.”
- Scene 2: “She sees an ad for Acme CRM tools on LinkedIn and decides to learn more.”
Short sentences are easier to read and sound more natural.
Step 2: Record the Voiceover
You have two options:
- Record directly in Doodly:
- Click the microphone icon in the lower-left corner of your timeline.
- Press record and read your script for each scene.
- Doodly will automatically save the recording to the timeline.
- Import a pre-recorded voiceover:
- Use your favorite recording software (like Audacity or GarageBand) to record the script.
- Export the file as an MP3 or WAV.
- Drag and drop it onto the Doodly timeline.
Step 3: Sync Voiceover to Scenes
Use the “Show Preview” button to see how your voiceover matches the visuals.
If the voiceover starts before or after a key animation, adjust the scene’s timing:
- Click on the scene in the timeline.
- Use “Scene Settings” to add “Extra Time” before or after elements appear.
- Fine-tune each element’s draw speed by clicking the pencil icon next to the asset and adjusting the path size or order.
Step 4: Fine-Tune the Flow
Listen for any gaps or overlaps between the voiceover and the visuals.
Make sure the voiceover feels natural and doesn’t rush through key points.
It’s okay to add a pause between sentences or scenes to let viewers absorb the information.
Tips for a Professional Voiceover:
Record in a quiet space with minimal background noise.
Use a good-quality microphone for clear audio.
Speak clearly, at a steady pace.
Smile while you speak so your tone will sound warmer and more engaging.
A well-recorded and synced voiceover can make all the difference, turning a good video into a great one that viewers connect with and remember.
Adding Music and Sound Effects
Music and sound effects can make your video more engaging and polished.
They set the mood, reinforce your message, and keep viewers’ attention from start to finish.
Here’s how to add them effectively in Doodly:
Step 1: Choose the Right Background Music
Go to the “Sounds” tab in Doodly and explore the music library.
Look for a background track that complements the tone of your video.
- For a customer journey video, consider calm, upbeat, or light instrumental music.
- Avoid tracks with vocals or heavy beats as they can clash with the voiceover.
Step 2: Add the Music to the Timeline
Drag your chosen track to the timeline under the “Music” section.
If the track is too long, trim it using the double-sided arrow tool at the end of the track.
This keeps the video focused and prevents the music from playing over unrelated scenes.
Step 1: Choose the Right Background Music
Go to the “Sounds” tab in Doodly and explore the music library.
Look for a background track that complements the tone of your video.
- For a customer journey video, consider calm, upbeat, or light instrumental music.
- Avoid tracks with vocals or heavy beats as they can clash with the voiceover.
Step 2: Add the Music to the Timeline
Drag your chosen track to the timeline under the “Music” section.
If the track is too long, trim it using the double-sided arrow tool at the end of the track.
This keeps the video focused and prevents the music from playing over unrelated scenes.
Step 3: Adjust Volume Levels
Right-click the track and select “Volume.”
Lower the volume to around 10% or 20% of the main audio so it doesn’t overpower the voiceover.
You want the music to enhance the narration, not compete with it.
Step 4: Add Fade-Ins and Fade-Outs
To make the music blend seamlessly, right-click the track and select “Fade In” or “Fade Out.”
This prevents abrupt starts or stops that might distract viewers.
You can adjust the fade length by dragging the small triangle at the start or end of the track.
Step 3: Adjust Volume Levels
Right-click the track and select “Volume.”
Lower the volume to around 10% or 20% of the main audio so it doesn’t overpower the voiceover.
You want the music to enhance the narration, not compete with it.
Step 4: Add Fade-Ins and Fade-Outs
To make the music blend seamlessly, right-click the track and select “Fade In” or “Fade Out.”
This prevents abrupt starts or stops that might distract viewers.
You can adjust the fade length by dragging the small triangle at the start or end of the track.
Step 5: Add Sound Effects (Optional)
Sound effects can add extra punch to certain scenes.
For example:
- A subtle “ding” when Sarah clicks the upgrade button.
- A “whoosh” sound as scenes transition.
Use sound effects sparingly. Too many can overwhelm the viewer and clutter the message.
Step 6: Preview and Fine-Tune
Use the “Show Preview” button to watch your video with the music and effects included.
Make sure the background music complements the voiceover and doesn’t drown it out.
If needed, adjust the volume, timing, or fade effects until everything sounds just right.
With the right music and sound effects, your video feels more professional and keeps viewers engaged from start to finish.
Step 5: Add Sound Effects (Optional)
Sound effects can add extra punch to certain scenes.
For example:
- A subtle “ding” when Sarah clicks the upgrade button.
- A “whoosh” sound as scenes transition.
Use sound effects sparingly. Too many can overwhelm the viewer and clutter the message.
Step 6: Preview and Fine-Tune
Use the “Show Preview” button to watch your video with the music and effects included.
Make sure the background music complements the voiceover and doesn’t drown it out.
If needed, adjust the volume, timing, or fade effects until everything sounds just right.
With the right music and sound effects, your video feels more professional and keeps viewers engaged from start to finish.
Design Tips to Keep Viewers Engaged
Creating an engaging video isn’t just about adding characters and props. It’s about designing every detail to keep your audience watching.
Here’s how to keep your customer journey video compelling from start to finish:
Keep It Short and Focused
Attention spans are short, especially online.
Aim to keep your video between 1 and 2 minutes.
This forces you to focus on the most important steps in the customer journey and leave out the fluff.
Use Consistent Visual Styles
Stick to a consistent color palette and font throughout your video.
This creates a professional, cohesive look and reinforces your brand identity.
For example, if your brand uses blue and gray, apply those colors to text, props, and characters.
Leverage Visual Hierarchy
Use size, position, and color to draw attention to the most important elements.
For example, make Sarah’s character slightly larger than the props to emphasize her journey.
Use bold text sparingly to highlight key messages like “25% Increase in Customer Retention.”
Add Clear Call-to-Actions (CTAs)
Guide your viewers to the next step.
Use simple text overlays like:
- “Start Your Free Trial”
- “Learn More About Acme CRM”
- “Contact Us Today”
Place CTAs near the end of the video, but you can also add subtle reminders throughout.
Use Smooth Transitions
Harsh cuts can feel jarring.
Use Doodly’s built-in transitions like fade, draw, or wipe to move between scenes seamlessly.
This keeps the story flowing naturally and maintains viewer focus.
Vary Angles and Perspectives
Change the camera angle or switch up Sarah’s position in different scenes.
- Over-the-shoulder view when she’s browsing LinkedIn.
- Front-facing when she’s talking to the support rep.
This subtle variation keeps visuals fresh and interesting.
Balance Text and Visuals
Avoid cramming too much text onto the screen.
Let the visuals do most of the storytelling.
Use short, punchy phrases instead of paragraphs.
Preview and Get Feedback
Before finalizing, watch your video multiple times.
Ask colleagues or friends for feedback.
- Is the story clear?
- Is the pacing right?
- Are there any confusing parts?
Even small tweaks can make a big difference in how viewers perceive your video.
By applying these design tips, you’ll create a Doodly video that not only explains Sarah’s journey but also keeps your audience engaged and eager to learn more.
Leverage Visual Hierarchy
Use size, position, and color to draw attention to the most important elements.
For example, make Sarah’s character slightly larger than the props to emphasize her journey.
Use bold text sparingly to highlight key messages like “25% Increase in Customer Retention.”
Use Smooth Transitions
Harsh cuts can feel jarring.
Use Doodly’s built-in transitions like fade, draw, or wipe to move between scenes seamlessly.
This keeps the story flowing naturally and maintains viewer focus.
Balance Text and Visuals
Avoid cramming too much text onto the screen.
Let the visuals do most of the storytelling.
Use short, punchy phrases instead of paragraphs.
Exporting and Sharing Your Video
After you’ve added music, voiceovers, and design touches, it’s time to share your Doodly video with the world.
Step 1: Export Your Video
Click the Export button at the top-right corner of your Doodly screen.
Choose your preferred settings:
- Resolution: Aim for HD (1920x1080) for best quality.
- Frame Rate: 24 or 30 frames per second works for most videos.
- File Format: MP4 is widely supported and works on most platforms.
Decide where to save the file on your computer and click Export.
Depending on video length and complexity, exporting might take a few minutes.
Step 2: Choose Your Sharing Platform
Now that you have your video file, think about where you want to share it.
Popular options include:
- Website or Landing Page: Embed the video on key product pages to guide visitors through Sarah’s journey.
- YouTube or Vimeo: Great for public sharing and easy embedding on blogs and social media.
- Social Media: Share snippets on LinkedIn, Facebook, or Instagram. Keep them short and hook viewers early.
- Email Campaigns: Add the video to a newsletter or a product announcement to drive engagement.
Step 3: Optimize for Different Platforms
Different platforms might require different formats or lengths.
For example:
- Instagram: Keep videos under 60 seconds.
- LinkedIn: Add captions since many users watch with the sound off.
- Your Website: Include a clear CTA below the video, like “Start Your Free Trial.”
Step 4: Test and Preview
Always watch your exported video on the intended platform before publishing.
Check for any quality loss, audio issues, or timing problems.
Make sure the video’s pacing and visuals look good on both desktop and mobile.
Step 5: Promote and Share
Once you’re happy with the video, promote it everywhere your audience hangs out.
- Post it on your homepage or blog.
- Share it on social media.
- Include it in email campaigns.
Step 1: Export Your Video
Click the Export button at the top-right corner of your Doodly screen.
Choose your preferred settings:
- Resolution: Aim for HD (1920x1080) for best quality.
- Frame Rate: 24 or 30 frames per second works for most videos.
- File Format: MP4 is widely supported and works on most platforms.
Decide where to save the file on your computer and click Export.
Depending on video length and complexity, exporting might take a few minutes.
Step 2: Choose Your Sharing Platform
Now that you have your video file, think about where you want to share it.
Popular options include:
- Website or Landing Page: Embed the video on key product pages to guide visitors through Sarah’s journey.
- YouTube or Vimeo: Great for public sharing and easy embedding on blogs and social media.
- Social Media: Share snippets on LinkedIn, Facebook, or Instagram. Keep them short and hook viewers early.
- Email Campaigns: Add the video to a newsletter or a product announcement to drive engagement.
Step 3: Optimize for Different Platforms
Different platforms might require different formats or lengths.
For example:
- Instagram: Keep videos under 60 seconds.
- LinkedIn: Add captions since many users watch with the sound off.
- Your Website: Include a clear CTA below the video, like “Start Your Free Trial.”
Step 4: Test and Preview
Always watch your exported video on the intended platform before publishing.
Check for any quality loss, audio issues, or timing problems.
Make sure the video’s pacing and visuals look good on both desktop and mobile.
Step 5: Promote and Share
Once you’re happy with the video, promote it everywhere your audience hangs out.
- Post it on your homepage or blog.
- Share it on social media.
- Include it in email campaigns.
Don’t forget to monitor engagement including likes, shares, views, and click-throughs.
A well-distributed video helps you reach more customers and shows them how your product can solve their problems.
With your video exported and shared, you’re ready to see how Sarah’s journey can inspire your own customers to take action.
Measuring Video Performance
Creating and sharing your video is just the beginning.
To get the most from your customer journey video, you need to track how it’s performing and how it’s helping you achieve your business goals.
Here’s how to measure success:
Step 1: Choose an Analytics Tool
Use a video analytics platform to track viewer engagement.
Popular options include:
- Voomly: Offers heatmaps to see where viewers drop off or replay.
- YouTube Analytics: Shows views, watch time, and engagement metrics.
- Wistia: Tracks heatmaps, engagement, and conversion rates.
These tools help you understand what’s working and what needs improvement.
Step 2: Identify Key Metrics
Focus on the metrics that matter most:
Click-Through Rate (CTR)
How long are people watching? Do they drop off early?
Completion Rate
What percentage of viewers watch the entire video?
Watch Time
If you added a CTA, how many people clicked it?
Engagement Points
Which scenes get the most replays or pauses?
These insights show you which parts of your video are most effective and which might need a tweak.
Step 3: Analyze Viewer Behavior
Look at heatmaps and engagement graphs to see exactly where viewers lose interest.
- Do they drop off during a long scene?
- Does a particular visual hold their attention longer?
Use this data to refine future videos and adjust your storytelling, visuals, and voiceover pacing.
Step 4: Compare with Your Goals
What was the main goal of this video?
- Do they drop off during a long scene?
- Does a particular visual hold their attention longer?
Use this data to refine future videos and adjust your storytelling, visuals, and voiceover pacing.
Step 5: Improve Future Videos
Use the insights from your analytics to make your next video even better.
- Keep high-performing scenes and styles.
- Adjust scenes with high drop-offs.
- Test different CTAs to see what converts best.
Remember:
Creating videos is an ongoing process of testing and learning.
By measuring performance, you’re building a more effective customer journey that leads to higher conversions and stronger relationships.
Creating videos is an ongoing process of testing and learning.
By measuring performance, you’re building a more effective customer journey that leads to higher conversions and stronger relationships.
Conclusion
Visualizing your customer’s journey through a Doodly video helps you transform data and strategy into an engaging, easy-to-follow story.
It’s more than just an animation. It's a powerful tool to show your audience how your product fits into their lives.
From defining your persona and planning each stage to recording voiceovers and measuring performance, every step builds toward a clear, compelling video.
Doodly makes it simple to bring your ideas to life—no design skills required.
Use the insights and steps in this guide to start your first customer journey video.
Show your customers how your product can solve their problems, simplify their day, and bring them success.
Take the time to create a video that educates, inspires, and motivates.
Ready to start?
Fire up Doodly, follow these steps, and watch your customer journey come to life.
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