user-journey-mapping

Vocabulary Word

Definition

User Journey Mapping is a visual representation of the experience a user has with a product or service. It outlines the different steps a user goes through while interacting with it.

Examples in Different Contexts

In website development, user journey mapping is used to outline the path users take on a website, from landing page to conversion. A web developer might note, 'User journey mapping is crucial for designing a website that's easy to navigate and leads users toward our desired action.'

Practice Scenarios

Customer-Service

Scenario:

We're receiving multiple complaints about our helpline. It's crucial to delve deeper into the customer's journey to find out what’s going wrong.

Response:

Agreed. A user journey mapping exercise could help detail out the issues in our helpline process.

Marketing

Scenario:

Our email marketing campaign doesn't seem to be as effective as it once was. Let’s reassess the customer’s journey to uncover any potential issues.

Response:

Yes, analyzing the user journey map could provide insights into areas we need to improve.