[P2] Customer Journey Mapping · Business Analysis Academy

[P2] Customer Journey Mapping

How to apply the Technique Customer Journey Mapping

Define Personas 👥📝 Begin by defining personas. Personas represent different customer types based on their unique behaviors, goals, needs, and frustrations.

2.Identify Touchpoints 📱🌐 Identify every point of interaction that customers have with your organization (website, customer service, social media, etc.).

3. Map the Journey 🗺️📊 Create a visual representation of the customer's journey. Include each phase the customer goes through (awareness, consideration, purchase, use, loyalty), their goals, emotions, touchpoints, and actions at each stage.

4. Validate and Refine ✅🔄 Validate the journey map with real customer data if possible, and refine as necessary.

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