IXD301-Week 8 tasks- User Journey/Site Map

What is a User Journey Map?

A User Journey map is the process of creating a visual story of your customers’ interactions with your brand. This exercise helps businesses step into their customer’s shoes and see their business from the customer’s perspective.

What is User Journey Mapping Important?

Customer journey mapping is important, because it is a strategic approach to better understanding customer expectations and is crucial for optimising the customer experience.

One of the most important aspects of the customer experience is personalisation. Recent research found that  84% of consumers feel that being treated like a human rather than a number is crucial to winning their business. Customer journey mapping allows SMEs to create personalised experiences across all touchpoints – for every individual, across all channels.

Mapping the customer journey has a lot of benefits such as:

  • Allowing you to improve the customer onboarding process
  • Discovering the customer experience desired by your customer compared to what they actually receive
  • Understanding the differences in user personas.
  • Creating a logical order to your user journey.


However, the biggest benefit is simply understanding your customers more. The better you understand their expectations, the more you can tailor the customer experience to their needs.


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