Customer Journey Map

A diagram that shows visually the stages a customer goes through when using your product, from the trigger, need or pain point that motivates them to begin using your product, through the actual use all the way through to resolution and the achievement of their goal.

TERM IN ACTION

“When we reviewed the customer journey map, we saw that our customers were leaving our smoothie app at the checkout stage.” 

MORE RESOURCES

Customer or User Journey Map by Harry Brignull
A simple user journey map framework. Source: Harry Brignull.

“Product Mindset: How to Get Inside Your Customer’s Mind”