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Create the Perfect Customer Journey Map

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Nishit Agarwal
Create the Perfect Customer Journey Map

Customer Travel Map (CJM) is an actually beneficial tool that signifies all the interfaces with a product or facility in a clear way. It clearly identifies the strengths and weaknesses of each stage of interaction – especially those that affect user experience.

In Digital marketing training to this, Customer Journey Maps also shows potential for improvement. However, creating a customer travel map is a very costly process. In this article, I would like to introduce to you the approach we have taken from one of our clients.

Our approach allows us to quickly create a Customer Travel Map in a fast and economical way.

 

The Challenge

Our client wanted to know why users choose their email service while analyzing the context in which they used it. One of the challenges we had to deal with was finding out which features users were most interested in and which online needed to be developed as quickly as possible.

Another thing was to identify solutions that could exceed customer expectations Digital marketing training and strengthen our client’s certificates position against competition. Unfortunately, there were two problems – strict deadlines and budget constraints (I bet this sounds normal!).

 

Creating a Customer Travel Map

First things first: What input do you need to draw a Customer Travel Map? According to Jacek Samsel’s article ‘Improving UX with Customer Travel Maps’, there are 4 key steps in creating a Customer Travel map:

It collects all the information you already have about your users and how they use your product or service

Identify and fill in the blanks by conducting digital marketing training studies with real users

Creating user users based on collected information

Mapping Customer Travel using all of this information

However, what should you do if you do not have the time and money for further user research before points 3 and 4?

 

Combining workshops and online research

The answer is simple – gather product or service participants, create people, and a Customer Travel Framework (CJD). Then confirm it with a quick online survey. We took this route and it worked for us:

Client-for-customer-maps-quick-approach

A quick and dirty way to create Customer Travel Maps

 

Workshops

As mentioned above, the first step involved a series of workshops with our client. One of the outcomes of these workshops was the creation of User Resources. People tend to visualize information about a target group in a way that describes a particular person. For more certificates about Personas.

 

Travel-customer-maps-users-people

Example of User People

One of the results of our conferences has been Customer Travel Adjustment – the first release of Customer Travel maps. It was an imagery that contained online speculations about users and their interaction with the email service across all stages of the process.

 

Internet Research

After that, we conducted a quick, but detailed survey of about 100 users using UserZoom. The main objective was to substantially validate our view of Personality and Customer Transmission while expanding our knowledge of users.

Another purpose of this study was to identify functional problems and create opportunities for improvement. The study also revealed some additional user needs, which we have managed to exceed their expectations.

 

Adjusting the Customer Travel Framework

The final step of our approach was to adjust the Customer Travel Framework to reflect the results of the survey. We rejected the idea and Digital marketing training the Customer Travel Framework to find out more. As a result, we have obtained the final version of the Customer Travel Map.

I made my first customer travel map of Made.com within the first three months of joining the company. I was trying to make a travel map to understand where the pain was.

For example, people who want to buy a sofa from us will return to the site 8+ times a few weeks before buying.

At that time, they may also visit the showroom. So now I’m looking at that journey, in encouraging a customer to go to a website against a body shop, and I need to make sure that the information in the showroom matches what they’re doing on-site, and vice versa, and that it all comes together.

The map helps to see the journey going on until someone becomes a customer. And it goes on after that: we see the certificate's contact points and how we look to keep them as a customer, so they can come back and buy again.

 

The Conclusion

Strong time and cost limits have embarked on our new approach to customizing the Customer Travel Map. Ideally, all information and details about users and their interactions with the product or service should be based on a thorough user online during the first phase.

Due to the limitations of the project we decided to use a different solution – combining workshops and online research has become a quick certificate way for us. So, stop reading and try it yourself and share your ideas!

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Nishit Agarwal
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