Gain integrated insights that help identify and implement customer-centric initiatives.
Customer Journey Mapping is emerging as a powerful Customer Experience (CX) tool. It facilitates the studying of customer experience by visualizing customers' thoughts and feelings through the touchpoints, which are the points of interaction that might alter the way the customers feel about a product, brand, business or service.
Customer Journey Mapping is a compact visualization of an end-to-end customer experience. It helps businesses deepen their understanding of their customers' behaviors, thoughts, and feelings, empowering businesses to make value-driven decisions based on a customer experience model. If you want to learn more about how to develop a Customer Journey Map, please read Tutorial - How to Develop a Customer Journey Map?
Customer journey can shed light on product strategies, which typically composes by a number of inter-related levels: such as Action, Thinking, Feeling and so on. Visual Paradigm automatically maintain the traceability you've established among them. You can make a customer thought reference to a touchpoint and you can also suggest improvement action(s) referenced to the customer's thoughts (pain points) that your team addresses. The linkages of the data are shown on the journey map, enabling you to identify silos and gaps more effectively.
A journey map is a widely shared artifact in your organization for different stakeholders. Depending on what they are looking for, different stakeholders may wish to focus on various aspects of the map. Our Doc. Composer enables you to output the data in a journey map with different orders and orientations. You can print a comprehensive journey map report either in column or row-based format in just a few clicks. Perhaps, you can also customize the report by selecting only the desirable components to be included in the report.
Customer Journey Maps can serve many purposes, and as a result, they come in a wide variety of forms. Visual Paradigm provides a great deal of customization options that allow you to develop a Customer Journey Map that serve your business needs and preferences. Whether it is columns of principle of stages, frustrations, pain points, or both? Or how about an additional lane for more detailed elaboration of customer emotions? It's all up to you.
Besides the look & feel of the traditional Customer Journey Map consisting of touchpoints, customer thinking/feeling and ideas of improvements, items can be formatted as labels, bullet points and number lists.
Label style: Categorize items in a journey map with labels. For instance, you can add a label for system touchpoints like computer, phone and email in red, and another label for human touchpoints like customer representative and helpdesk in green. This helps you focus on a specific channel of interaction while studying the flow of customers' emotion. Besides, you can create a collapsible label legend right beside the map for describing the meaning of the color code.
Numbered style: Items in a lane can be listed in order with the use of the numbered style. A typical use case is to list touchpoints as steps, based on the time sequence.