|
|
With them, it is about visualizing in one place the objectives, actions and time scale of all the steps that an average person must go through along with their possible thoughts and perceptions, both positive and negative. It is a very powerful and fundamental tool because it condenses the user's experience and interaction by combining narrative and visualization. In this article, we are going to focus above all on classifying the different maps that exist, also why we need information for their design and how to obtain it. To create a good Journey Map or customer experience map, analysis and depth in the data we have, synthesis and clarity are required, since, in addition, it is essential that it is understood by all the parties involved, that is, the stakeholders. Types of Journey Maps First of all, it is important that we start by differentiating between the various types of Journey Maps that exist and when we should use them. Although they share similar characteristics, their main differences are based on the name of the protagonists of the experience.
Customer Journey Map The Customer Journey tends to be referred to more because it includes the transactions and interactions of the buyer himself: from his first steps when the user is interested and identifies himself until the Brazil Mobile Number List purchase or use of the service is made. It contains a detailed description of all the points of interaction in which the needs, problems and moods with the service or product are mainly considered. Customer Journey Map Example Source: Nielsen Norman Group Previously, the purchasing process was considered to be based solely on the moment of purchase. However, it is currently proven that the user begins to consider it much earlier.
Sometimes, it is said that % of the Customer Journey is completed before contacting the company (Erskine, ), since it must be considered that post-sales is also part of the customer journey. This process can be very brief, like a routine grocery shopping, or it can take a long time, like the purchase of a car or business software that requires updates. User Journey Map A user journey map is the same as a customer journey map, but it is a more comprehensive map, since it is not necessary for a customer-supplier relationship to exist.
|
|
發表於 13:54:44