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.

User experience design requires you to understand your users. If you don't know what your users want, you can only deliver what they want by accident. User research is how we come to understand what our users want—it's the largest part of user experience design. This course will give you insights into all the major UX research techniques and how to put them into practice on your projects.

User research is often the first step of a UX design process, because you cannot begin designing a product or service without first understanding what the users want. By gaining skills, and learning about the best practices in user research, you will be able to get first-hand knowledge of your users in order to design the optimal product—one that sells better than your competitors’.

Through this course, you will be introduced to the various aspects of user research, getting exposed to qualitative and quantitative user research methods. On top of that, you will also learn how to analyze the results of your research and confidently present your findings to your clients and stakeholders. User researchers play an instrumental and valuable role in any organization and, as such, receive a healthy remuneration, from an average of $81,000 to as high as more than $120,0001.

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...

  • 260 shares
  • 2 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...

  • 173 shares
  • 1 day 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...

  • 328 shares
  • 6 days 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...

  • 240 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. ...

  • 334 shares
  • 3 weeks ago