Команда
28.07.2024
Customer Journey Map creation
A tool that should not be underestimated
CJM is a marketing tool that reflects the customer's experience when interacting with a product or service, from the first contact to the purchase and after-sales service.
Simply put, CJM is a kind of step-by-step map that describes the possible behavior of the user when they visit your site. It shows what steps they take while using the product, what goals they pursue, and what emotions they feel at that moment. It is not difficult to guess that building a CJM is a very important element in UX / UI design, because in addition to a convenient and functional site, it must meet the main needs of the user, namely, that they perform certain actions to receive any service, information or purchase goods.
Stages of the client's journey
Awareness: The customer learns about the business or product through advertising or other marketing efforts.
Interest: The client researches the company and its offers.
Evaluation: The customer evaluates how well the product meets their needs.
Purchase: The customer makes a purchase by filling out a form or contacting a representative.
Creating a map of the client's path
Identifying key interaction points: Site visits, conversations with representatives, and interactions with customer support.
Collect customer feedback: Conduct surveys, interviews, or focus groups to get information about the customer experience.
Creating a map: Using tools such as a whiteboard or specialized software to visualize the client's path.
Map Analysis: Identify opportunities for improvement.
Implement changes: Train employees, create new marketing campaigns, and redesign the site.
Monitoring and adaptation: Updating the map based on new data and adjusting processes.
Case study: The Labpics team helped Patentcore improve the customer experience by creating a CJM, thereby identifying the main pains of customers, which led to increased satisfaction and revenue.
Ending
If you want to create a product that will increase the loyalty of your customers, sign up for a free consultation and we will help you with this.