Learn about who we work with…

Journey Map

What is Journey Map?

A journey map is a tool used in design and customer experience research to understand and illustrate the end-to-end experience of a customer or user. It typically captures their interactions, emotions, and touchpoints with a product, service, or brand across different stages or phases of their journey, such as discovery, consideration, purchase, and post-purchase. It can include various elements such as actions taken, channels used, emotions felt, pain points encountered, and opportunities for improvement.

Why is Journey Map important?

A journey map helps organizations gain insights into their customers' experiences, identify pain points, uncover opportunities for improvement, and align their efforts towards delivering better customer experiences. It can be used to visualize the customer journey, identify patterns, understand customer needs, and prioritize areas for enhancement. Journey maps are often created through research methods such as user interviews, surveys, and observational studies, and can be represented as diagrams, visual maps, or infographics.

By creating a journey map, organizations can gain a holistic understanding of the customer's perspective, identify pain points or areas of frustration, uncover moments of delight, and identify opportunities for innovation or improvement. It can serve as a valuable reference tool for design teams, product managers, marketers, and other stakeholders to make informed decisions about how to better serve their customers and create more customer-centric products and services.

How to use Journey Map?

Creating a journey map typically involves the following steps:

Define the purpose: Clearly identify the goal and purpose of the journey map, such as understanding the customer experience, identifying pain points, or exploring opportunities for improvement.

Define the customer persona: Identify the specific customer segment or persona that you want to focus on for the journey map. This could be based on demographics, behaviors, or other relevant characteristics.

Map the stages: Identify the key stages or touchpoints in the customer's journey, from initial awareness to post-purchase or beyond. This could include steps such as research, consideration, purchase, and post-purchase experience.

Capture customer emotions: Capture the emotions or sentiments that customers may experience at each stage of the journey, such as satisfaction, frustration, or delight. This helps to understand the emotional aspects of the customer experience.

Gather data: Collect data and insights from various sources, such as customer feedback, surveys, interviews, and analytics, to inform the journey map. This helps ensure that the journey map is based on real customer experiences.

Visualize the journey: Create a visual representation of the customer journey, using tools such as diagrams, flowcharts, or templates. This helps to make the journey map easily understandable and shareable among stakeholders.

Analyze and identify insights: Review the journey map to identify pain points, opportunities, and areas for improvement.

How can we help you?

Let’s Chat

About Akendi

Akendi is a human experience design firm, leveraging equal parts experience research and creative design excellence. We provide strategic insights and analysis about customer and user behaviour and combine this knowledge with inspired design. The results enable organizations to improve effectiveness, engage users and provide remarkable customer experiences to their audiences.