Customer journey map

A customer journey map tells the story of your customer’s experience. From initial contact, through the various points of engagement, to the eventual long term relationship.

The customer journey map can focus on one particular part of the story or it can give an overview of the entire experience. Either way, it should always identify the key interactions a customer has with your organisation.

It’s within these interactions where you will find out what the user is feeling, what their motivations are during each phase of the journey and surface any questions they might ask when interacting with each of the touchpoints.

The goal of a customer journey map is simple: to teach organisations more about their customers.