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Customer journey mapping gives you a complete, three-level visualization of the client experience. Which steps does your potential customer need to perform in order to buy a product? With this powerful UX tool you get to see the actions, thoughts, and feelings of the user at each touchpoint. However, this doesn’t stop there! You need to analyze the information. Use the Customer Journey Analysis Template to get a deeper understanding of your client’s needs and thus improve their experience with your brand.
What is the customer trying to achieve? Start with a brief description of your customer journey map and highlight the most important findings. You can add some pictures from your research here to provide visual information about the customer or user to your audience.
Your customer goes through different channels until reaching the final goal, which is generally the acquisition of a product or service. Then, it is worth analyzing the efficiency of each channel. Use this slide to display your top channels and compare them in a data-driven doughnut chart.
One of the strong points of customer journey mapping is that you get to see how your customers feel at each touchpoint. This gives you valuable information about customer perception! Use the line chart to show the interactions between potential buyers and your brand and add recommendations to improve customer satisfaction.
Online user journey map
In many cases, our customer journey map will start at the Zero Moment of Truth (ZMOT). For that reason, you should consider digital channels. We also include a Social Media Interaction slide.
Project Timeline
Now that you've got your customer journey analysis done, how are you going to improve the customer experience? Close your presentation with an action plan.
Customized journey map
The Customer Journey Map can also be used for different audiences such as employees, suppliers, or other stakeholders. Get to know their needs and expectations better with a customized journey map.
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