From the course: Agile Analysis Weekly Tips

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User journey mapping

User journey mapping

From the course: Agile Analysis Weekly Tips

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User journey mapping

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- Sometimes in our work on products, we lose track of the reasons customers initiate an interaction with our organization. When we reset our view to why they're interacting to begin with, we can look differently at the details and make the customer experience even better. To do this, create a user journey map. User journey maps are being used increasingly in this complex customer-driven economy. A user journey map is a visual that depicts the typical user journey as they interact with the organization to achieve a goal. The goal of a user journey map is to see an overview of what it's like to be a customer from the customer's point of view. Included in a user journey map are the persona of our user, the high-level process, touchpoints, emotions, and opportunities. Before getting started in creating one, make sure you review and have a shared understanding of the goals of the product and the organization. Next, identify the persona and the goals they have. Third, gather any current…

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