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Also known as: journey mapping, customer journey, user journey

Customer Journey Mapping

ConceptualMarketingProduct

Definition

Customer Journey Mapping: Customer journey mapping visualizes the complete experience a customer has with your company, from initial awareness through purchase and beyond. It identifies touchpoints, emotions, pain points, and opportunities at each stage. Journey maps help teams understand the customer perspective and improve experiences across the entire lifecycle.

Example Usage

“Journey mapping revealed that customers struggled between demo and purchase, leading us to add a free trial that increased conversions 60%.”

Common Misconceptions

One journey map covers all customers. Different personas often have different journeys worth mapping separately.
Journey maps are one-time exercises. Update them as your product and customer experience evolve.
Maps are just for marketing. Product, sales, and support teams all benefit from journey understanding.

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