(illustrated by Visual Paradigm)
If you are a company with 100,000 members, 1% dissatisfaction means that 1,000 people are dissatisfied with the service. In today's online world, these 1,000 people may bring serious customer complaints and unexpected companies. Business crisis, in other words, when customers reach a certain number, how to manage customer experience and enhance the experience value becomes more and more important.
But is it easy for customers to operate? What about customer experience? Also, what is a customer journey map? What is service design? Why do world-class teams and enterprises begin to gradually refer to service design to enhance enterprise value?
A customer journey map, also known as an experience map, is an important design tool to gain an understanding of how products, services and users interact with each other. Basically, an experience map is a graphical representation of the process by which products and services can bring users a unique experience, including needs, needs, expectations, and all experiences in the process.
Any industry has the opportunity to contact customers, and every contact link, whether online or offline, is a service category. For example, if there is an order button on the page, it takes a long time to find, and then the advertisement page keeps popping up. This will leave a poor experience, and offline, from store decoration, moving line guidance, checkout to departure, every place is a service link, and the project will become complicated when subdivided, so it is necessary to use A contextual and systematic approach to customer management is like needing a nautical chart to guide you in the vast ocean, otherwise you will eventually lose your direction. To manage customers, you need a clear "customer journey map".
What can Visual Paradigm Customer Journey Map do for you?
1. Visually present the user's contact process with a specific product/service
2. Take a holistic view of the relationship between users and products/services
3. Be sure to collect real life experiences, avoid assumptions, and carefully differentiate between processes and touchpoints
4. Help the design team to develop the situation and facilitate the communication with the external cooperation team
5. Basic Elements: Activities, Stakeholders, Objects, Touchpoints, Situations, Emotions, etc.
6. Can be applied to different goals: service, public design, exploration, adjustment, evaluation, transformation, inspiration, etc.
7. Effectively apply to the communication between the design team and the commissioned organization to create win-win opportunities
How to Develop a Customer Journey Map?
Best Customer Journey Mapping Tool
Customer Journey Mapping
What is Customer Journey Map?
How to Develop a Customer Journey Map?
Customer Journey Mapping Examples
Basic Customer Journey Map Templates
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What is Customer Journey Mapping?