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Journey Map

Customer Journey Map


Looking at the detail in order to gain a coherent holistic view

The Customer Journey Map is a tool that helps you to visualize and to understand all the interactions through which a customer relates to a brand, service or product, from the customer’s point of view. Through the customer journey map you can, in addition, create cross-team alignment in relation to the business and eliminate internal silos by clarifying areas of responsibility.

You can’t understand someone until you’ve walked a mile in their shoes; and that’s exactly what customer journey do

How to use the Customer Journey Map canvas

1. First step

Start by making explicit the person whose experience you want to analyze and the type of experience you want to map.

2. Second step

Define the stages that punctuate your stakeholder's experience; don't just limit yourself to when they use your service or product but look at the journey in its fullest form. What happens first? What, on the other hand, happens or could happen later?

3. Third step

For each stages you have defined, identify and analyze what the customer do; what part of the service they interact with; what they is thinking; what they is feeling; who is in the lead on this; problems your customer runs into; potential improvements or enhancements to the experience.

4. Fourth step

Once the customer journey is complete, use it as a means of starting and sharing any useful improvements or ideas to innovate the customer experience.

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