Customer Journey Design
THE CUSTOMER (EXPERIENCE) JOURNEY DESCRIBES ALL CONTACT POINTS, ACTIONs, EMOTIONs AND EXPERIENCES THAT A CUSTOMER goes through during an INTERACTION WITH a company’s offer.
This not only includes the use of a product (user experience), but also the entire product lifecycle and the experience with your company.
Visualizing (or drawing out) a Customer Journey Map enables you to analyze and improve your customers' experience, ultimately contributing to customer acquisition and customer retention. Moments of Truth describe the critical moments in which a customer decides whether a customer becomes a ‘fan’ or decides against using your company in the future.
The participating teams get to know the techniques of Customer Journey Mapping and work directly on the analysis as well as the improvement of the Customer Journey in their own company context. The teams view their company from the customers’ perspective and try to find the critical points in the customer process. Afterwards, ideas are developed to redesign the process.