CUSTOMER JOURNEY MAP

The customer journey map is a tool to structure and visualize interactions that users have with the touchpoints across your service. It charts the actions as a cohesive story and uses a high level of synthesis by incorporating lots of different data sources (quantitative & qualitative data). Journey mapping is used to explain the big picture in complex and lengthy interactions in which multiple digital/non-digital touchpoints can be crucial to the experience. It helps you communicate flaws in the current system as well as to visualize your future service vision.