Customer Journey Mapping
Synclo Case Study
What
A visualisation of the major interaction shaping a user's experience of a product or service
Why
To provide design teams with a bird's-eye view of a service that helps them see the sequence of interactions that make up a user's experience including the complexity, successes, pain points, and emotions users experience along the way.
So What is Customer Journey Mapping?
It looks at mapping out the total customer experience across all touchpoints between the customer and the organization, from initial contact, through purchasing onto after sales support.
It maps the experience that:
- The company wnat to provide to the customer.
- The customer would like to receive.
What are Customer Touchpoints?
Customer touchpoints are your brand's points of customer contact, from start to finish.
For example, customers may find our business online or in an ad, see ratings and reviews, visit our website, shop from our affiliates website, or contact our customer service. Seems like a ling list, but these are just a few your touchpoints!
Identifying out touchpoints in the first step towards creating a customer journey map, and making sure our customers are satisfied every of the way.
We started identifying our customer touchpoints by making a list of all the places and times out customers might come into contact with our brand.
