Identify any unnecessary touchpoints or interactions

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Are there steps in the customer journey that could be eliminated to optimize the total experience? Look for logical ways to streamline the process to reduce the total cost of engagement.

This could mean removing an existing step that is no longer necessary or adding something to the experience that brings efficiency to the overall journey.

3) Identify low points or friction points
When you take a step back and look at the entire journey, you should be able to see where the user experiences the most pain or friction.

These points are usually represented visually as dips on the customer journey map. See where the journey hits its lowest point and compare it to other low points in the journey. These should be on your optimization list.

That said, not all fixes are created equal: there may be dependencies bangladesh mobile database and constraints involved. Work with your team to decide which low points should be addressed first and which can come later.

4) Identify high friction channel transitions
Many journeys occur across devices or channels. Often, the journey is interrupted and friction appears when users switch channels.

For example, a user receives a newsletter about a specific offer from your company. She is interested in the offer and clicks on the CTA in the email.

However, instead of being taken to a landing page detailing that specific offer, the user lands on your website’s homepage. At this point, they have to do some digging to find the offer – and you risk losing their business.

Or another user might start filling out a form on their phone, but want to fill it out on their laptop when it becomes too much work. Doing so means losing their work and starting over.

These channel transition pain points need to be identified and simplified. So think outside the box: instead of forcing users to work hard, build a bridge so they can get to the other side easily.