When and How to Create Customer Journey Maps

When and How to Create Customer Journey Maps
When and How to Create Customer Journey Maps

What Is a Customer Journey Map?

In its most basic form, journey mapping starts by compiling a series of user goals and actions into a timeline skeleton. Next, the skeleton is fleshed out with user thoughts and emotions in in order to create a narrative. Finally, that narrative is condensed into a visualization used to communicate insights that will inform design processes.

Journey mapping combines two powerful instruments: storytelling and visualization.

Storytelling and visualization are essential facets of journey mapping because they are effective mechanisms for conveying information in a way that is memorable, concise and that creates a shared vision. Fragmented understanding is chronic in organizations where KPIs are...






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When and How to Create Customer Journey Maps | UX Guidelines for Ecommerce Homepages, Category Pages, and Product Listing Pages

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