Customer journey maps help visualize the steps users take from "summary" of Mapping Experiences by James Kalbach
Customer journey maps offer a clear way to represent the steps that users take when interacting with a product or service. By visualizing the entire journey from start to finish, organizations can gain valuable insights into the user experience and identify pain points or opportunities for improvements.
These maps typically consist of a series of touchpoints that users encounter along their journey. Each touchpoint represents a specific interaction with the product or service, such as visiting a website, making a purchase, or contacting customer support. By mapping out these touchpoints in sequential order, organizations can see how users move through the experience and where they may encounter obstacles or frustrations.
In addition to touchpoints, customer journey maps often include other key eleme...
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