Customer Journey Maps (CJMs) help you visualise how users experience your product.
CJMs break your usersโ journey into steps, and describe what is going on for each step.
They map what your user experiences against what they think and feel.
This is a very powerful way to understand where your user is blocked, and how to help them.
You can create a Customer Journey Map in 7 steps:
1. ๐๐ฒ๐ณ๐ถ๐ป๐ฒ ๐๐ผ๐๐ฟ ๐ฎ๐๐ฑ๐ถ๐ฒ๐ป๐ฐ๐ฒ
Note down the main use cases and motivations that your users have
2. ๐ฆ๐ฒ๐น๐ฒ๐ฐ๐ ๐๐ต๐ฒ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐ด๐ผ๐ฎ๐น
Define what is the goal the customer is trying to reach in this journey (e.g. buy something)
3. ๐๐ฟ๐ฒ๐ฎ๐ธ ๐๐ต๐ฒ ๐ท๐ผ๐๐ฟ๐ป๐ฒ๐ ๐ถ๐ป๐๐ผ ๐๐๐ฒ๐ฝ๐
Divide the journey into steps so you can establish the narrative and flow from the usersโ point of view
4. ๐๐ฑ๐ฑ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ผ๐๐ฐ๐ต ๐ฝ๐ผ๐ถ๐ป๐๐
For each step add all the points that the user touches your product, incl. email, notifications, calls and physical interactions
5. ๐๐ฑ๐ฑ ๐ฐ๐๐๐๐ผ๐บ๐ฒ๐ฟ ๐๐ต๐ผ๐๐ด๐ต๐๐ ๐ฎ๐ป๐ฑ ๐ณ๐ฒ๐ฒ๐น๐ถ๐ป๐ด๐
For each step add what the customer is thinking and feeling, based on the touch points youโve just plotted
6. ๐๐ป๐ฟ๐ถ๐ฐ๐ต ๐๐ต๐ฒ ๐บ๐ฎ๐ฝ
You can also add further information here, like quantitative analysis, quotes and feature ideas
7. ๐๐ฑ๐ฒ๐ป๐๐ถ๐ณ๐ ๐๐ต๐ฒ๐ฟ๐ฒ ๐๐ผ ๐ฎ๐ฐ๐
Now you can stand back and figure out where you can act to create most value for your users
Full article, incl. FREE Miro template here: https://lnkd.in/eK8u8ZkS
Visit Hustle Badger for help in key phases of your product career:
โข Getting a job
โข Settling into a new role
โข Unlocking your full potential
This post was originally shared by Ed Biden on Linkedin.