Customer journey maps are becoming a key tool for managing user experience plans, creating a holistic view of the customer experience by visualizing data points from different groups and stakeholders into an integrated map structure. It combines two powerful tools: storytelling and visualization to help your business understand and meet customer needs.
Why Customer Journey Map?
Customer journey maps simulate customer thoughts and feelings through touchpoints (points of interaction that may change how a customer feels about a product, brand, business, or service), thereby facilitating research on customer experience and enabling companies to make value-driven decisions based on customer experience models. The customer journey map helps maintain consistency and visibility into the goals. It also helps existing products to re-validate their one-sided understanding of the our customers, allowing us to see and feel the elephant as a whole.
