Whether it is for the continuous improvement of your service delivery or for the optimization of your digital tools, you must be able to answer the following four questions: who, what, why and how . You have business needs and your customers have specific needs. By defining the customer journey, I suggest you identify the objectives to be achieved in order to effectively align your needs with those of your customers.
Use cases feature personas. They make it possible to target the right objectives in order to put in place the optimal solutions for their customer journey.
These are short stories in which I describe in detail how users will interact with your organization (or platform) within their mental model. This makes it possible to adjust the processes and define the design requirements so that the users can achieve their goal.
Customer experience journey ( Customer Journey Map )
This is a diagram that illustrates all of the interactions a customer can have with your organization. I trace the typical journey, that is to say the customer’s current experience with your ecosystem at different stages of the process proposed to him: interactions, irritants, blockers, satisfactions, the level of consideration and ‘engagement, retention, etc.
This type of mapping makes it possible to visualize the strong points and the weak points . It also helps identify opportunities for improvement. We will then be able to offer a target, improved and optimal customer experience journey.
As presented above, this type of diagram can also be used to illustrate your internal processes or the journey of a data / information.