Mapping the Customer Journey

Journey maps are excellent for focusing your team on the user and getting them to start thinking about which areas of the customer journey aren’t working.

By creating a visual representation of the entire journey, you can see areas where you’re abandoning users or failing to move them from one step to the next. You’ll start to see areas that look thin or areas where you have too many touchpoints and are likely to start confusing the user.

It can be made on complete Journey, single flow, single feature...

  1. Do the Research
  2. Generate Touchpoints
  3. Arrange in a Timeline
  4. Categorize your Timeline
  5. Annotate Your Timeline (user mood + comments)
  6. Save It