Customer journey mapping is the process of stepping into your customers’ shoes to understand customer personas, needs, goals, attitudes, and pain points. The goal of customer journey mapping is to improve the customer experience and guide their interaction or transaction with your service or product by delivering what they need at every stage.
What is a customer journey map?
A customer journey map is a visual representation showing a customer’s experience with your brand from start to finish. Journey maps can be very simple, but they can quickly evolve into complex flows with different entry points, exit points, goals, touchpoints, persona types, and types of interactions they have with your brand.
Customer journey maps can go by many other names, including customer experience map, user experience map or UX map, and persona map.
Customer journey mapping, especially at an enterprise level, can quickly grow to be very complex. This is why this undertaking is sometimes outsourced a specialized user experience company that manages customer journey mapping, such as McorpCX.
What’s Your Favorite User Journey Mapping Tool?
Have you tried out any of the customer experience journey tools listed above? Let the CX Lead community in on your thoughts: What do you think works best, and why? Comment below!