Customer Journey Mapping
Mapping a typical journey that your customers follow when interacting with your touchpoints will highlight where improvements can be made.
Key points:
- Every step a customer takes in order to reach their goal is analysed
- An assessment takes place of each step in the process to provide an overview of typical points of contact between the customer and the business
- A systematic approach to provide an understanding of how customers might perceive the brand at each step of the way including recommendations for improvement
Benefits:
- Delivers a visual representation of your customer experience
- Quickly identifies gaps in the customer experience
- Provides a clear view of the company from the customer perspective
- Helps communicate problems and solutions in a simple and effective format
Typical uses:
- Can be used to draw up the perfect customer journey for redesign projects
- Before a redesign or restructure
- To provide an overview of where attention and investment is required to improve customer experience
- Training and insight material to help customer facing teams empathise with customers
Customer Journey Mapping is also known as:
- Customer journeys
- User journeys
- User scenarios
- Customer lifecycle
