Customer Journey Maps User Experience (UX) topic overview/definition

What are Customer Journey Maps?

Customer journey maps are used by UX design teams and marketing (as well as other business departments) to better understand their customers. The idea is a simple one, to map the relationship between a customer and an organization over time and across all channels that they interact with the business on. It is always told from the customer͛s expectation but also incorporates the touch-points between business and user experience requirements as the journey progresses.

Literature on Customer Journey Maps

Here’s the entire UX literature on Customer Journey Maps by the Interaction Design Foundation, collated in one place:

All literature