カスタマー ジャーニーマップ

Great news for those of you who are receiving numerous complaints and inquiries about your products or services but are unsure what’s going wrong! By using a customer journey map, you can visualize both the current user experience and the ideal user experience. This allows you to identify issues not only during service usage but throughout the entire experience.

How to Use It:

1. Define the start and end points of the user experience.

2. Write down the actions the user takes from start to finish.

3. Detail the emotions and specifics associated with each user action.

4. Dive deeper into the user’s actions and emotions to uncover true value.

5. Discuss points where there are discrepancies in emotions or actions.

Collaborate with your service planning, development, and marketing teams to uncover the true issues with your service and provide users with a better experience!