How to Create a Customer Journey Map
Posted: Sat Feb 22, 2025 8:08 am
In general, here is a brief list of what is needed to create a customer journey map:
Establish a purpose for your customer journey map;
Know what you want to learn from your customers using a customer journey map;
Understand the phases of customer interaction.
Journey maps can take a wide variety of forms. The end goal, however, is always the same: to find and solve your customers’ pain points.
To create a customer journey map for your company, simply follow the steps below:
Step 1: Define your buyer persona
Personas and journey maps are important strategic tools uae mobile database that help provide a deep understanding of:
Who are your customers?
What do they need?
How they interact with your business across all touchpoints
But most importantly, to share customer insights across the organization. Because much of the information needed to create a journey map comes from your personas:
Objectives
Motivations
Key tasks they want to accomplish
Current pain points
That's why it's best to always create personas first.
Because the first thing you need to decide is the journey you are going to map, such as:
Specific type of customer (persona)
Potential (target) customer
Customer segment – it all depends on the purpose of your journey mapping initiative.
Once you’ve created distinct personas, you can use them to create customer journey maps. These maps will describe each persona’s experience at various touchpoints throughout their lifecycle with your company.
Step 2: Define customer phases
The customer journey map is typically organized by customer stages (sometimes called phases).
So each stage represents a main goal your customer is trying to achieve in their overall journey.
That's why you should build a customer journey map with stages that represent the customer's goal-oriented journey, not internal process steps.
Establish a purpose for your customer journey map;
Know what you want to learn from your customers using a customer journey map;
Understand the phases of customer interaction.
Journey maps can take a wide variety of forms. The end goal, however, is always the same: to find and solve your customers’ pain points.
To create a customer journey map for your company, simply follow the steps below:
Step 1: Define your buyer persona
Personas and journey maps are important strategic tools uae mobile database that help provide a deep understanding of:
Who are your customers?
What do they need?
How they interact with your business across all touchpoints
But most importantly, to share customer insights across the organization. Because much of the information needed to create a journey map comes from your personas:
Objectives
Motivations
Key tasks they want to accomplish
Current pain points
That's why it's best to always create personas first.
Because the first thing you need to decide is the journey you are going to map, such as:
Specific type of customer (persona)
Potential (target) customer
Customer segment – it all depends on the purpose of your journey mapping initiative.
Once you’ve created distinct personas, you can use them to create customer journey maps. These maps will describe each persona’s experience at various touchpoints throughout their lifecycle with your company.
Step 2: Define customer phases
The customer journey map is typically organized by customer stages (sometimes called phases).
So each stage represents a main goal your customer is trying to achieve in their overall journey.
That's why you should build a customer journey map with stages that represent the customer's goal-oriented journey, not internal process steps.