3) User experience map
- 1. 5 Essential Components of Effective Customer Journey Maps https://www.tandemseven.com/journey-mapping/5-essentials-for-customer-journey- maps/
- 2. 1. Build from a customers’ POV, not an internal business POV ● Consult a CX consultancy ● Draft a hypothesis map
- 3. 1. Build from a customers’ POV, not an internal business POV
- 4. 2. Capture customers’ perceptions of their experiences relative to their goals, needs, and expectations ● Identify (+) and (-) emotional pt. in CX ○ e.g. ■ Use VOC data
- 5. 2. Capture customers’ perceptions of their experiences relative to their goals, needs, and expectations
- 6. 2. Capture customers’ perceptions of their experiences relative to their goals, needs, and expectations
- 7. 3. Illustrate the customers’ current or future journey across multi. touchpt. rather than focusing on a single touchpt.
- 8. 4. Incorporate performance indicators ● Illustrate metrics ○ e.g. ■ NPS ■ Customer satisfaction measures
- 9. 4. Incorporate performance indicators
- 10. 5. Visualize the customer journey to optimize stakeholders’ understanding, engagement, and decision-making based on the journey map story ● e.g. ○ Make multi. Customer journey maps
- 11. Harvard Business Review: Using Customer Journey Maps to Improve Customer Experience https://hbr.org/2010/11/using-customer-journey-maps-to “The timeline is just the starting point; next we need to look at what’s happening each stage. A framework that I find consistently useful is to look at: actions, motivations, questions, and barriers.”
- 12. Smashing Magazine: All You Need To Know About Customer Journey Mapping https://www.smashingmagazine.com/2015/01/all-about-customer-journey-mapping/ “For the user experience designer, a customer journey map helps to identify gaps, points in the customer experience that are disjointed or painful. These might be: gaps between devices, departments, and channels.”
- 13. CXL: 6 Customer Journey Mapping Examples: How UX Pros Do It https://conversionxl.com/blog/customer-journey-mapping-examples/ “6 Customer Journey Mapping Examples: Leadfeeder, Dapper Apps, NinjaOutreach, IdeaRocket, ElevatedThird.com, and Website Setup.”
- 14. Questions 1. How clear can you design your website to avoid barriers with your customers? 2. Why do you think barriers are caused? Is this a design dilemma? 3. What department of the company benefits most from customer journey maps?