General UX

Get the most out of your customer journey maps

Customer journey maps allow us to research, understand, and empathize with customers. At CX by Design, we use them in every single project we undertake; they’re essential to aligning business goals, customer needs, and the reality of how people interact with a company.

In short, customer journey maps provide insights that shape everything from your product and services to individual customer contacts. If you want to provide a great customer experience, you need to understand effective customer journey mapping. And that’s where our new whitepaper, The Power of the Customer Journey: Understanding, Mapping, and Learning from the Customer Experience, will help.

Introducing our free downloadable guide to customer journey mapping

We’ve distilled our combined 20+ years of experience (and several blog articles) into this comprehensive customer journey whitepaper. In it, we explain:

• What the customer journey is.
• Myths vs. reality in the customer journey.
• Why the customer journey matters
• Identifying key stages in the customer journey
• What a customer journey map is.
• Compiling research for a customer journey map.
• Developing customer personas.
• Creating a customer journey map.
• How to fill out a customer journey map template.

We’ve also added some new, whitepaper-only features, including:

• Our favorite pro tips for creating customer journey maps.
• 12 common questions about customer journey mapping.
• Guidance on how to use customer journey maps to answer specific business questions.
• Access to a free, downloadable customer journey map template.