A customer journey map (CJM) describes the buyer's experience with your product or service. It is also depicted graphically to create mutual awareness and resonance of potential customers' different views, thoughts, feelings and emotions about products, services and brands. The customer journey map is the result of an in-depth study of the customer and is the insight of the representatives of each functional department in the corresponding business channel within the organization.
The Elements of Customer Journey Map
A customer journey map usually consists of:
user personas
timelines
customer emotions and feelings,
customer touchpoints
Opportunities and actions.
A CJM is a useful communication tool within an organization. It can also be used to gain insight into key areas of user flow that the product team should focus on.
