8 Tips to Help Design Your Customer Journey Map

Organizations must move from value-in-exchange to value-in-use and develop ecosystems where customers can co-create value with them. This requires a holistic view of the ecosystem that can be obtained with Customer Journey Mapping. Customer journey mapping identifies opportunities for improvement and innovation by assessing, visualizing, and mastering customer experiences. It also helps view a product or service system from the customer’s perspective, allowing for before and after purchase value provision. Customer journey mapping includes identifying every touchpoint, customer needs, brand values, emotions, and opportunities for innovation. Summing up, it is always related to the customer’s experience, and it is up to you to map that experience in a framework that allows you to get a grip on many different aspects of customer experience design.