Customer journey mapping
What is it?
A visual representation of a user’s journey through a service, showing all the different interactions they have.
What is it useful for?
It allows you to see what parts of the service work for the user (magic moments) and what parts might need improving (pain points).
How can I do it?
- Identify the key elements of a service
- Consider all the touch points including those front and back of house
- Understand the links between all the different elements over time
- Identify problems in a service or areas where new things can be added