Customer Journey Mapping

A customer journey map is a visual representation of the process a customer goes through to achieve a goal with a product, service, or brand. It outlines the steps and interactions a customer has from the initial engagement to the outcome, highlighting their experiences, emotions, pain points, and touchpoints along the way.

By using customer journey maps, UX teams can create more effective, user-centered designs that enhance the overall customer experience and drive business success. We’ve created customer Journey Maps for several organizations across different domains and, while each project is different, the projects tend to follow these six stages:

1. Research and Data Collection: Gather data from customer feedback, surveys, interviews, and analytics to understand customer behaviors and experiences.

2. Identify Stages and Touchpoints: Map out the key stages of the customer journey and identify the touchpoints at each stage.

3. Document Customer Actions, Thoughts, and Emotions: Capture the actions, thoughts, and emotions of customers at each touchpoint.

4. Analyze Pain Points and Opportunities: Identify pain points and opportunities for improvement at each stage of the journey.

5. Visualize the Journey: Create a visual representation of the customer journey, using diagrams, charts, or other visual tools.

6. Share and Iterate: Share the journey map with stakeholders, gather feedback, and iterate to refine and improve the map.

As our Journey Map deliverables are confidential, please schedule a conversation so that we may share more information and details about the maps we’ve created for our clients.