What is a Customer Journey Map for?
Posted: Wed Dec 11, 2024 6:10 am
The 'Customer Journey' is a term we're starting to hear a lot about in the business world these days. Why? Because the goal of every company is to fight to keep and attract new customers. Competition is tougher than ever and companies need to find new ways to stand out in a market full of consumers. Sure, delivering an exceptional product will help you gain popularity, but behind it all is the bc data singapore phone number need to capture customer interest and keep them coming back. This is where a closer look at the Customer Journey becomes vital. By creating a Customer Journey map, companies can transform their operations and better align their processes, actions and resources. But what would that map be? What kind of things
should it include? The approach is based on the importance of designing a great Customer Experience, understanding not only the measurable aspects of our business model, but also the perception that the customer has of it. One of the best tools that can help us understand the customer experience in a customer lifecycle map is its heritage from 'design thinking'. A customer journey map is an oriented graph that describes a user's journey by representing the different
touchpoints that characterize their interaction with the service. In this type of visualization, the interaction is described step by step as in the classic model, but there is a greater emphasis on some aspects such as the flow of information and the physical devices involved. At the same time there is a higher level of synthesis than in the model: the representation is simplified through the loss of redundant information and deeper details. A customer journey map is a way to easily describe a possible scenario or map the experience through an existing service. For example, with a journey roadmap we represent the touchpoints necessary to lay the foundations for an activity, according to a specific
context. A typical process for this type of activity can start by asking participants in a 'gamification' process to choose a character, (or create a character from scratch), defining a goal for this character, in order to collect the touchpoints that allow us to achieve our goals. Cards, representation boxes, and even post-its in a work meeting or on a work table offer us a very important visual support that helps us understand the chain of sequences of activities and contact points that characterize the experience of a service. A map ultimately tries to reduce complexity by representing the different contact points in relation to the different types of stakeholders.
should it include? The approach is based on the importance of designing a great Customer Experience, understanding not only the measurable aspects of our business model, but also the perception that the customer has of it. One of the best tools that can help us understand the customer experience in a customer lifecycle map is its heritage from 'design thinking'. A customer journey map is an oriented graph that describes a user's journey by representing the different
touchpoints that characterize their interaction with the service. In this type of visualization, the interaction is described step by step as in the classic model, but there is a greater emphasis on some aspects such as the flow of information and the physical devices involved. At the same time there is a higher level of synthesis than in the model: the representation is simplified through the loss of redundant information and deeper details. A customer journey map is a way to easily describe a possible scenario or map the experience through an existing service. For example, with a journey roadmap we represent the touchpoints necessary to lay the foundations for an activity, according to a specific
context. A typical process for this type of activity can start by asking participants in a 'gamification' process to choose a character, (or create a character from scratch), defining a goal for this character, in order to collect the touchpoints that allow us to achieve our goals. Cards, representation boxes, and even post-its in a work meeting or on a work table offer us a very important visual support that helps us understand the chain of sequences of activities and contact points that characterize the experience of a service. A map ultimately tries to reduce complexity by representing the different contact points in relation to the different types of stakeholders.