Customer journey map


One basic definition

Usual Interpretation of a relationship between a customer and a product over time and across channels

The different steps 

1. Review goals for the product

2. Gather researchs: customer interview, customer surveys, competitive intelligence, social medias, web analytics...

3. List touchpoints of the customer and the related channels

4. Conduct an empathy map

5. Brainstorm with lenses

6. Create an affinity diagram

7. Stretching the cutomer journey 

8. Refine and digitize

9. Share 


Basic tools

Basic tools, my favorite ones

And? ...

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Customer journey map

by theophilezabeth

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Public - 4/13/16, 8:24 PM