This is where a customer journey map comes into play. The best way to visualize how a customer interacts with a business is by mapping it. Most customer journey maps start as excel sheets that outline key events, customer motivations, and areas of friction within the user’s experience.
Once management sees the benefits of research, they will be willing to spend more time on it. With your research complete, it is time to create the map. As mentioned, there is no right or wrong way to produce a customer journey map. Normally, it will be some form of infographic with a timeline of the user’s experience.
Additionally, a customer journey map encourages people across the organization to consider the user’s feelings, questions and needs. This is especially important with digital products and services. With so many benefits, a customer journey map makes a lot of sense. But where do you start?
Customer Journey Map