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.

Who should take this course

This is an intermediate-level course suitable for newcomers and experienced practitioners alike:

  • UX designers looking to broaden their UX careers with additional research techniques
  • Project managers who are interested in techniques that enable design teams to develop a greater understanding of users
  • Entrepreneurs interested in building a user-centered product that users will want and purchase
  • Marketers looking to gain a holistic view of customers’ needs and motivations
  • Newcomers to design who are considering making a switch to UX design

Courses in the Interaction Design Foundation are designed to contain comprehensive, evidence-based content, while ensuring that the learning curve is never too steep. All participants will have the opportunity to share ideas, seek help with tests, and enjoy the social aspects afforded by our open and friendly forum.

Learn and work with a global team of designers

When you take part in this course, you will join a global multidisciplinary team working on the course and the exercises at the same time as you. You will work together to improve your skills and understanding. Your course group will be made up of an incredibly diverse group of professionals, all of whom have the same objective—to become successful designers. It’s your chance to learn, grow, and network with your peers across the planet.

1 User Experience Researcher Salary (United States), PayScale

All literature

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...

  • 264 shares
  • 2 weeks ago
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...

  • 342 shares
  • 1 week 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...

  • 306 shares
  • 3 weeks 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...

  • 123 shares
  • 1 day 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. ...

  • 315 shares
  • 2 weeks ago