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- Steps for effective customer journey mapping1:
- Define your purpose.
- Ensure team alignment and clear roles.
- Create user personas.
- Understand user goals.
- Identify customer touchpoints.
- Map out the customer journey.
- Test the customer journey.
- Use continuous research to refine your map.
- Customer Persona
- Phases (stages of decision making and purchasing)
- Touchpoints (interactions with your brand)
- Customer Thoughts, Actions, and Emotions
- Opportunities
Learn more:✕This summary was generated using AI based on multiple online sources. To view the original source information, use the "Learn more" links.An 8-step process for effective customer journey mapping
- 1. Define your purpose
- 2. Make sure your team is aligned and roles are clear
- 3. Create user personas
www.hotjar.com/customer-journey-map/stages/Elements of a Customer Journey Map
- Customer Persona You can’t understand your customer’s experience until you know who your customer is.
- Phases A phase is the general stage of decision making and purchasing the customer is in.
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- Customer Persona
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