From the course: Customer Experience: Journey Mapping
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Why bother with journey mapping
From the course: Customer Experience: Journey Mapping
Why bother with journey mapping
- A map is about getting from point A to point B, right? Yes and no. Some maps are created to show us the geographical distinctions of certain areas. Some are created to show us information like population density, boundaries, or other information. So what about a customer journey map? If you decide to create a customer journey map, you're deciding to create a realistic view of the journey your customers have with your brand, service or product. This type of map can serve many purposes. So the first step in the process is asking, why do you need a map? There are a few goals you might have here. One goal is to simply understand the true customer journey. While we may think we know what our customers go through, because we understand the processes created, we often don't. We often only understand their journey based on our inside-out perspective, but understanding the journey is all about shifting that perspective to…
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