What Is a Customer Journey Map?
As always the UX designer needs to navigate their way through the galaxies of knowledge out there. The UX journey for the day is figuring out what the hell customer journey maps are all about.
According to the Nielsen Norman Group, A customer journey map is a visual representation of the flow or process a person goes through when trying to reach a goal. By creating a customer journey map, we can get a better understanding of the customer needs and pain points that occur on their journey to reach a goal. By creating a visual representation of this journey we can communicate insights that will inform the design process.
Journey mapping can be kick started by compiling a series of user goals and actions, add some customer emotions and thoughts to the mix to create a narrative. Translate all of this into a visual representation and bob’s your uncle!
Good luck and have fun!
check out these informative links for more info on customer journey mapping.
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