A journey map is a visual story of a customer's interaction with a service, including their actions, thoughts, and emotions at every touchpoint.
?
Why map "Emotions" in a journey?
Because identifying "Low Points" (e.g., waiting for account verification) is the best way to prioritize product improvements. You want to focus your "Service Design" on fixing the emotional troughs in the journey.
Knowledge Challenge
Mastered Customer Journey Mapping (Refined)? Now try to guess the related 6-letter word!
Type or use keyboard