Customer Experience Journey Mapping

Customer experience journey mapping is the process of identifying and visualizing the process a customer or user goes through in pursuit of a goal. Journey maps often focus on the channels and touchpoints a customer has with a product or service over time, allowing organizations to identify opportunities to improve or enhance the customer's experience at each touchpoint.

Blink researchers have created journey maps for a wide variety of domains and contexts, from consumer-focused travel experiences to the internal processes of financial organizations. Journey maps typically communicate key aspects of a customer's experience, including the customer's goal, the stages they progress through to accomplish their goal, the actions, behaviors, mindset, and emotions throughout each stage, and the pain points that occur as the customer completes the journey. Armed with this information and empathy for their customers, organizations can use journey maps to dramatically improve the experiences and touchpoints that customers have with their product or service.

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