A customer journey map tells the story of your customer’s experience. It begins with initial contact, goes through the process of engagement and then into a long-term relationship.
Customer journey maps help organizations understand the context of users and gain a clear picture of where the user has come from and what they are trying to achieve. They also help you understand what questions users have and how they feel.
Customer journey maps identify key interactions the customer has with the organization. Additionally, they highlight user’s feelings, motivations and questions for each of these touchpoints. Journey maps regularly provide a sense of the customer’s greater motivation.
Customer journey maps reinforce the need for the entire business to adapt and encourages people across the organization to consider the user’s feelings, questions and needs.