7 Ways to Analyze a Customer-Journey Map

Summary: Evaluate your journey map to identify low and high points, failures to set expectations, unnecessary or too long steps, channel transitions, and moments of truth. Use this information to find opportunities for improving the journey.

A customer-journey map is an infographic visualization of the process that a persona segment goes through in order to accomplish a goal. Journey maps are useful in communicating the general narratives and themes uncovered by longitudinal research done to understand how a customer works toward a goal over time. 

Faux Journey Map
This journey map communicates the various steps in the process of researching, driving, and purchasing a new car. It provides a high-level narrative of the experience from the user’s perspective.

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