Whether you’re focusing on User Experience, Design Thinking, or Service Design, or a combination of the three, one of the most important steps is to understand the customer’s user journey. Whether you’re understanding the current journey in order to optimize, or designing one from zero for a new project, you’ve got to map it out. User journey mapping is a powerful business-oriented way to create the best user experience from the beginning to the end of engagement. Customer journey maps let businesses visualize, graphically, the entire customer experience from initial contact into a long-term relationship with a product or service. It is important to know what they must build or optimize from a customer’s point of view.  

At each stage, you should map the user’s:

  • Actions
  • Feelings
  • Thoughts
  • Needs
  • Engagement with the system
They also allow businesses to identify gaps between a customer and a service. Gaps will eventually become user pains and identifying them early allow your business to tackle them before they become problems. By starting your projects with this map, you’ll be more organized and gain more user incites than without.  

Takeaway Tips

User journey maps give you:
  • A detailed visualization of a user’s navigation
  • A Map the points a user engages with a system or process
  • A way to detect gaps and user pains
  • A jump start on solving those problems
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Star of Discovery Channel’s “Undercover Billionaire,” Grant Cardone owns and operates seven privately held companies and a private equity real estate firm, Cardone Capital, with a multifamily portfolio of assets under management valued at over $4 billion. He is the Top Crowdfunder in the world, raising over $900 million in equity via social media. Known internationally as the leading expert on sales, marketing, and scaling businesses, Cardone is a New York Times bestselling author of 11 business books, including “The 10X Rule,” which led to Cardone establishing the 10X Global Movement and the 10X Growth Conference, now the largest business and entrepreneur conference in the world. The online business and sales educational platform he created, Cardone University, serves over 411,000 individuals and Forbes 100 corporate clients throughout the world. Voted the top Marketing Influencer to watch by Forbes, Cardone uses his massive 15 million plus following to give back via his Grant Cardone Foundation, a non-profit organization dedicated to mentoring underserved, at-risk adolescents in financial literacy, especially those without father figures.