She is asking around, searching locations on Google Maps, etc. At the Awareness phase, when Eva is actively looking for a pizza place nearby.In the pizza restaurant example, touchpoints happen: Touchpoints are encounters that happen between your business and customers. They are self-explanatory, so there’s no need for extra details. When it comes to picking sections for a map, your choice will depend on your journey’s type and purpose.Īs for UXPressia’s Journey Map tool, it offers a set of more or less universal sections for all kinds of maps.Ībove, you can see some of the goals we set for Eva. Sections are horizontal rows with data that together with the stages you defined make up a customer journey map. Read this blog post about defining customer journey stages to learn more. If your stages are complex, you can break them into smaller ones.You can change both at any time when working on the map. If you’re not sure about the order or names of the stages, don’t worry about that.The number of stages varies from business to business, but we’ll take 8 for this example: The easiest way to identify them is to think of all the actions the person has to take throughout their journey, organize them into logical groups, and name these groups. Stages are the steps customers take when interacting with a business.
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