A Case Study of Creating Customer Journey Map

When we learn more about users through user interviews, questionnaires and other listening methods, it will be very helpful to capture the general experience and stages of users' experiences. The customer journey map is a very good tool. You can use it to:

Whenever someone asks such a question:

In addition, involving the team in making the itinerary is an excellent way to turn your research into reality through cross-functional collaboration. Especially if the team is involved in the research (even if it is not! ), this is a good way to help people participate more in what they have learned, and it can be used to build a reference material for the team, so that you can continue to expand how you and your products affect users' journey.

In a case study, I was lucky enough to let stakeholders invest in understanding our users, and I would like to try various methods to help us synthesize the experience gained from previous user interviews. After the interview, we arranged some time to describe the user's personal experience and journey map in the form of a team.

* Note: Although we can discuss face to face, we can also do these operations remotely! Don't let face-to-face usability stop the team from uniting to do this.

By bringing the team together to build a customer journey map, I gained some gains:

* Note: If the team members are remote, I suggest using a tool, such as mural, which can digitally make the team collaborate in the same way.

If you look up examples of customer travel maps online, you will find many different forms! Although there are many ways to do this, you will definitely recommend some aspects to ensure that you must accurately capture the user's experience and any related emotions they experience (again, we stand in their position, tell their stories and establish empathy for their experiences! )。

Quick statement: The following suggestions are the lessons we used in this seminar. I got them at a user experience meeting by attending a journey map course of Nelson Norman Group. If you want to do in-depth practice in drawing travel maps, this is a good course!

You have just made a customer journey map with your team. What should I do next? Finally, this map helps to tell the story of users, and it can also visually show what your team has in common, so try to better concentrate and spread what you have created.

Through our own seminars, we have gained some important experiences:

Customer journey map is a great tool, which can help us share the whole picture of a person's experience, interaction and emotion. Whenever you find yourself or your team trying to explain the user's journey, consider having the team create a customer journey map together. This will help you concentrate and integrate your knowledge, create empathy and understanding for your users, and gather the team around people who are centered on your experience.

Any suggestions, feedback or questions? Or want to talk about user experience, you can find me on LinkedIn, Twitter or Instagram.

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