How should I map the customer journey?

We recommend watching the video for more detailed information.

Lights, camera, action! Welcome to the thrilling world of customer journey mapping! 

Just like a gripping movie plot, we need to delve deep into the psyche of our characters – our customers. We need to research, explore, and understand their experience with your product or service. It’s like being a detective on a mission!

Here’s how you can play the lead role in this exciting adventure:

➔ Experience the shopping journey first-hand: Step into the shoes of your customers. Shop on your own e-commerce site as if you were a real customer. Record every step, every click, every moment. Note down the steps, the time taken, the hurdles faced, and when you received the purchase confirmation. Capture screenshots, pictures, and videos to document your journey.

➔ Test the process with new customers: Invite someone who has never shopped from your e-commerce site to do so. Monitor the process and keep a record. It could be as simple as asking someone to perform a certain action on your e-commerce site using their phone, or as detailed as setting up a session to evaluate the entire shopping workflow.

➔ Interview your customers: Just like a journalist, interview your customers. Focus on understanding their actions, their satisfaction levels when interacting with your brand, and their journey from discovering your brand to making a purchase.

Remember, the aim is to understand the customer’s experience at each step until the actual purchase. It’s like piecing together a puzzle, one piece at a time.

So, are you ready to embark on this exhilarating journey of understanding your customers better? Let’s dive in!

Recommendations to create a customer journey map

We will now see some recommendations for creating a customer journey map that provides relevant information:

• The customer journey map shouldn’t be just a cold image that depicts the way the enterprise interacts with the customer, but it should also reflect how the customer interacts with the enterprise and the way he feels.
• The result must lead to specific actions, i.e., it must be actionable.
• The map must be self-explanatory, i.e., it should not require further explanations to let the reader understand your customer’s story with the brand. 
• Keep in mind that this map shows the important milestones, not all the details.
• Although you can add quantitative data, you should take into account that the curves you plot do not reflect statistics but trends with timely accents.