Journey Mapping Experience

Journey mapping is a visual technique for understanding how customers experience your product or service over time. A journey map shows: stages (awareness → consideration → purchase → retention → advocacy), touchpoints (web, email, in-app, phone, store), customer actions, emotions, pain points, and opportunities for improvement. Maps are usually created for specific personas (customer segments) and can span days to months depending on category (e-commerce journey: days; insurance customer journey: months).