Customer Journey Map

Customer Journey Map

What is a Customer Journey Map?

Customer journey mapping is a method for understanding the experience of a user, including not only during actual use of a product, but also covering adjacent experiences. A customer journey map brings together and illustrates all the touch points a user experiences for a certain scenario, both physical and digital, and also includes an attempt to describe the thoughts, feelings, and overall satisfaction of the user throughout.

Customer journey mapping is part of user and problem discovery in the product management process.

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