By the end of this episode, you’ll have clarity on what customer journey mapping is and how you can use it in conjunction with design thinking to map a seamless and enjoyable user experience for your customers.

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First, I’ll use a customer journey experience example to illustrate the concept of the customer journey map.

You’ll learn that customer journey mapping is all about stepping inside your customers' shoes and uncovering what they experience.

The objective of mapping your customer journey is to understand

[+] Where they want to go
[+] Why they want to go there
[+] What are their limitations?
[+] What are their challenges?
[+] How do they research?
[+] What problems do they need to solve?
[+] How do these problems affect them?
[+] What do they want to avoid?
[+] What do they want to achieve?

Next, you’ll step into the shoes of your audience to understand the journey they’re on, how your brand fits into their lives and how to ask questions to uncover their needs and emotions.

Finally, you’ll learn how customer journey mapping facilitates the design of the user experience in order to shape their perceptions about you, your brand and how you can impact their lives.

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