6/23/2023 0 Comments Journey mappingThe Difference: User Flows vs User Journeys Would you have retained those percentages on visual vs text communication if I had written them out instead of showing a visual? Probably not. They can be purely text-based, but if you’re sharing your journey maps with stakeholders, it’s recommended that you make them as visual to improve communication. It’s an opportunity to get a 360 view of the customer experience. Marketing is going to have one point of view when it comes to user interactions, and customer support is going to have that in-the-trenches knowledge. Similarly, it’s another opportunity to collaborate, and for each discipline to combine their unique perspectives. Everyone in a cross functional team will be looking at your users from a different perspective, so any opportunity to align them will help you to build a more cohesive product. Having a centralized document that visualizes the customer journey is also very useful for getting teams aligned on what the user experience looks like. When we understand the user experience from their perspective, we’re more likely to unearth pain points. This can help to pinpoint potential opportunities for improvement. This helps everyone involved, from UX to marketing and to Product, to see the product from the user point of view. A customer journey map (also called a user journey map) helps you and your teams visualize your customers’ relationship with your company, brand, and/or product.Ĭreating a customer journey map is useful for measuring the customer’s experience, something which can be a little abstract and hard to visualize.
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