Customer Journey Map

A Customer journey map illustrates the user’s experience engaging with a company through products, online experiences, and services.–May document user’s desires, activities, feelings, questions, pain points, etc.–Identifies gaps and opportunities for new products and capabilities. Start with a simple description of the journey and build from there. A high-impact Customer journey map requires:–Research (not your opinion)–A graphical representation (not a PowerPoint)–A focus on Customer goals and emotions–An understanding of your brand promise.