Customer journey maps

Customer journey maps are used to map the relationship between a customer and an organization over time. Customer Journey Maps is a tool that helps design teams have a look at the product from the customer’s point of view and find areas where they need to improve designs. This lets your business increase user satisfaction, capture potential problems, and optimize processes. The goal of a customer journey map is to gain an understanding of how the customer experience develops over time e.g during his shopping path. One of the important things is that for individual persons, other maps should be prepared because they have different needs and goals. The key aspect of creating a map is to list touchpoints, i.e., places where users interact with the website. Through research, you should develop a list of these touchpoints that users use and those that they should use if they didn’t encounter problems along the way. The clue of this is that they give a clear point of this how a user thinks about the process especially in the case of the critical points in which the user may not go further in a certain situation. One of the options but important activities is to show a customer’s motion through touchpoints and channels across the timescale by putting on the map a section defining the user’s sentiment including his/her feelings. The customer journey maps give stakeholders to collectively discuss opportunities for improving the overall customer experience, as well as to look within their core groups for ideas and actions that will bring about change. Making a Customer’s journey map gives us an opportunity to identify, prioritize, and maintain focus on the changes that matter.