Customer journey mapping is the process of stepping into your customers’ shoes to understand customer personas, needs, goals, attitudes, and pain points.
What is the purpose of customer journey mapping?
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. It’s also often known as experience mapping.
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.
Other Customer Experience Mapping Tools
Here are a few more website mapping tools to define your customer journeys: