Customer Journey Maps

Your constantly-updated definition of Customer Journey Maps and collection of topical content and literature

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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:

Learn more about Customer Journey Maps

Take a deep dive into Customer Journey Maps with our course User Research – Methods and Best Practices.

How do you plan to design a product or service that your users will love, if you don't know what they want in the first place? As a user experience designer, you shouldn't leave it to chance to design something outstanding; you should make the effort to understand your users and build on that knowledge from the outset. User research is the way to do this, and it can therefore be thought of as the largest part of user experience design.

In fact, user research is often the first step of a UX design process—after all, you cannot begin to design a product or service without first understanding what your users want! As you gain the skills required, and learn about the best practices in user research, you’ll get first-hand knowledge of your users and be able to design the optimal product—one that’s truly relevant for your users and, subsequently, outperforms your competitors.

This course will give you insights into the most essential qualitative research methods around and will teach you how to put them into practice in your design work. You’ll also have the opportunity to embark on three practical projects where you can apply what you’ve learned to carry out user research in the real world. You’ll learn details about how to plan user research projects and fit them into your own work processes in a way that maximizes the impact your research can have on your designs. On top of that, you’ll gain practice with different methods that will help you analyze the results of your research and communicate your findings to your clients and stakeholders—workshops, user journeys and personas, just to name a few!

By the end of the course, you’ll have not only a Course Certificate but also three case studies to add to your portfolio. And remember, a portfolio with engaging case studies is invaluable if you are looking to break into a career in UX design or user research!

We believe you should learn from the best, so we’ve gathered a team of experts to help teach this course alongside our own course instructors. That means you’ll meet a new instructor in each of the lessons on research methods who is an expert in their field—we hope you enjoy what they have in store for you!

All literature

Customer Touchpoints - The Point of Interaction Between Brands, Businesses, Products and Customers

Customer Touchpoints - The Point of Interaction Between Brands, Businesses, Products and Customers

There are as many different definitions for the word “touchpoint” in customer experience design and marketing as there are flavors on the average restaurant menu. Why? Because these disciplines have been evolving rapidly over the last decades and terminology has become fluid rather than static. To make matters more complicated – the term “touchp...

  • 416 shares
  • 3 weeks ago
Customer Journey Maps - Walking a Mile in Your Customer’s Shoes

Customer Journey Maps - Walking a Mile in Your Customer’s Shoes

Perhaps the biggest buzzword in customer relationship management is “engagement”. Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It’s a measure of how much customers feel they are in a relationship with a product, business or brand. It focuses on harmony and how your business, product or brand become...

  • 306 shares
  • 1 month ago
7 UX Deliverables: What will I be making as a UX designer?

7 UX Deliverables: What will I be making as a UX designer?

What does a UX designer actually produce? Here, we will explore the concept of UX Deliverables, a term that describes the outputs of a UX design process during its various stages. The deliverables produced by UX designers vary according to their role in the design team and also depending on the methods and tools used by each role. We will provid...

  • 235 shares
  • 3 weeks ago
Service Blueprints - Communicating the Design of Services

Service Blueprints - Communicating the Design of Services

Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. They’ve become popularized over the last few years as service design has grown as a profession. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work wit...

  • 312 shares
  • 3 weeks ago
How to Visualize Your Qualitative User Research Results for Maximum Impact

How to Visualize Your Qualitative User Research Results for Maximum Impact

When thinking about visualization of research results, many people will automatically have an image of a graph in mind. Do you have that image, too? You would be right in thinking that many research results benefit from a graph-like visualization, showing trends and anomalies. But this is mainly true for results from quantitative user research. ...

  • 342 shares
  • 4 weeks ago