Customer journey mapping

A customer journey map visually illustrates how customers engage with a product or service. It highlights the problem areas, opportunities, and emotions users encounter throughout their journey.

To address issues using a customer journey map:

• Spot key moments: Identify the main actions users perform with your product or service. In e-commerce, this might involve steps like searching for a product, making a purchase, and receiving post-purchase support.
• Chart user feelings and needs: Document the users' emotions, challenges, and requirements at each stage. This provides a clear depiction of their overall experience.
• Look for important patterns: Examine the map to pinpoint where users are most dissatisfied or pleased. This helps you determine where to concentrate your efforts. For example, if users consistently face difficulties during checkout, that's an area to focus on and improve, aiming to enhance the user experience.