Customer Journey Mapping
Visualize the end-to-end experience of users across touchpoints to identify pain points and opportunities.
Budget
mediumTimeline
mediumTeam Size
smallGoals
exploratory generative
Pros
- ✓ Creates holistic view of user experience
- ✓ Identifies pain points across touchpoints
- ✓ Builds organizational empathy
- ✓ Reveals opportunities for improvement
Cons
- × Can be complex for multi-channel experiences
- × Requires input from multiple stakeholders
- × May oversimplify complex journeys
- × Needs regular updating as touchpoints change
Example Use Case
Mapping the entire customer experience from awareness to purchase and support for an e-commerce platform.
Additional Use Cases
- • Onboarding experience
- • Purchase process
- • Service delivery
- • Cross-channel interactions