Day 16 - Customer Journey Map Tips

A customer journey map is a diagram that shows the steps a customer goes through to complete a task/s.

1. It's important to understand the end points (start and finish) of a customer journey. What is the customer's clear goal.  Where does the journey start and end, i.e. "gets on the train in Chicago and gets off in New York".
2. The point of a customer journey is to figure out the touch points a customer goes through to accomplish their task.
3. Find invisible touch points. Often, all of the touch points aren't clear. For example "waiting on the train platform for a trip from Chicago to New York" might not be apparent as part of the journey.  But this is an opportunity to engage your customer in some way.
4. Understand your customers' mindset before and after the customer journey for a more holistic, empathic account of their experience.
5. Use a persona for your journey map.  Find the most relevant, valuable persona you can and discuss it with your client.