A customer journey map is a visual representation of the customer journey (also called the buyer journey or user journey). It helps you tell the story of your customers’ experiences with your brand across all touchpoints. Whether your customers interact with you via social media, email, livechat or other channels, mapping the customer journey out visually helps ensure no customer slips through cracks.
This process also helps business leaders gain insights into common customer pain points which in turn will allow them to better optimise and personalise the customer experience.
Customer journey mapping (also called user journey mapping) is the process of creating a customer journey map, a visual story of your customers’ interactions with your brand. This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective. It allows you to gain insights into common customer pain points and how to improve those.
The customer experience at each touchpoint should be included in a customer journey map. This can include what action the customer needs to take and how your brand responds.
My user journey map involves the 6 different stages a pet owner takes when going to the vets. The first stage of the map starts with the first point of contact before the pet owner decides to get in touch with the reception vet. The second stage is getting in touch with the vets, turning up to the vet comes next, with the procedure, the payment and the aftercare.
Stage 1: Emergency/ Routine Checkup- before appointment
Doing-