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: Most of all, a customer journey map puts the user front and center in the organization’s thinking.
It will come as no surprise that marketers often use customer journey maps.
But more and more digital professionals are adopting them, too. If you are a designer, it will help you to understand the context of users.
A customer journey map tells the story of the customer’s experience: from initial contact, through the process of engagement and into a long-term relationship.