Customer Journey Mapping is the practice of creating flows to show how customers will interact with your product or organization when trying to complete a certain objective. That objective could be trying to contact a customer service rep, implementing software into an existing system, requesting a refund or account upgrade, or a full cycle process such as product discovery to trial to engagement to purchase. Any actions or objectives your customers or users are aiming to achieve can be mapped to fully understand their process.
Creating these customer journey maps forces us to view our product from the perspective of a user. The process of actually creating the journey map makes us walk through each step a user has to take in order to achieve their objective, and easily points out any holes or flaws we may have in our user experience. When creating customer journey maps, it's important to stay focused and create a realistic linear replication of how your users would engage with your product. Follow these five essential guidelines to help you get started.