Mapping the whole user journey
Journey mapping or Experience mapping as it is also sometimes called, is a beneficial way of visualising an end to end customer/user experience and understanding how the person feels across the different touch points they come into contact with and where the opportunities to make a difference might be.
Journey mapping is an effective way of breaking down the customer’s journey into their key touchpoints where they might interact with a product or service. Across each touchpoint, the user’s feelings towards specific aspects of their journey can be understood. Hence exploring all aspects of the user’s relationship with the product or service from their first interaction to accomplishing their end-goal. Understanding the users feelings across each touchpoint and the questions they will be asking enables us to identify what interventions we need to make and where, to ensure a great customer experience across the users whole journey.