To create the customer journey map, the team got together to set our objectives and decided that the journey map had to: “Journey maps uncover problems, show gaps in service, and help align members of the company to company goals.” Creation Process My focus therefore was to create a journey map that would identify the pain points for ProductPlan’s customers, analyze how the customer touch points could be refined and make recommendations resulting in better customer interactions. In our original blog post on this topic, we discussed how journey maps can perform three important functions: uncover problems, show gaps in service, and help align members of the company to company goals. Along with this post, I’ve included the customer journey map my team and I created so you can use the final deliverable as a reference when and if you choose to create your own organization’s customer journey map. This article is a peek into my process of creating a journey map and the insights gained while evaluating the first time product experience of a ProductPlan customer. Like most designers, I’ve had to wear two hats - one hat as the designer who knows the application inside and out looking for pitfalls and pain points to help identify how to make the product better, and the other hat as the customer who is reviewing the product for the first time and wants to see if it fits their organization’s needs. Based on the customer’s perspective, it shows the meeting points between the customer’s expectations and the requirements of the business. It shows the customer’s interactions with the business over time and across service channels. In this post I am sharing the process I used to create the journey map for ProductPlan.Īs discussed in our previous article, How Journey Maps Can Help Product Managers Build Better Products, a customer journey map is a graphic or narrative representation of the customer’s relationship with a company, product or service. I was asked by ProductPlan to create a journey map that maps out their customers’ experience during the 30 day free trial.
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