A Customer Journey Map (CJM) is a very helpful tool that represents the whole interaction with a product or service in a transparent manner. It clearly points out the strengths and weaknesses of each stage of the interaction – particularly those that affect the user experience. In addition to this, Customer Journey Maps also show the possibilities for improvement. However, creating a Customer Journey Map is a very resource-consuming process. In this article the author introduces to you the approach they took for one of their clients. The technique that we applied allowed them to quickly create a Customer Journey Map in a quick and cost-effective manner.
The UX Bookmark
- If you are a usability engineer, user researcher, human factors specialist, interaction designer or an information architect, the UX Bookmark is a resource specially for you.