Factor in your UX goals

Customer journey mapping objectives should balance business metrics with user experience goals to create solutions that truly work for customers. While business alignment secures resources, connecting to UX goals ensures the resulting improvements actually enhance the customer experience rather than just optimizing metrics.

UX goals focus on reducing effort, increasing satisfaction, and building customer confidence. These might include decreasing task completion time, minimizing cognitive load, or reducing anxiety during complex processes. For example, while a business goal targets "Increase form completion by 25%," the UX goal ensures "Users complete forms without confusion or repeated attempts."

Create objectives that satisfy both perspectives. An objective like "Simplify the return process from 7 steps to 3, reducing customer effort score by 40% while cutting service calls by half" addresses user frustration and operational costs simultaneously. This integrated approach produces solutions customers love while achieving business results.