A journey map infographic is a visual representation of a customer's experience as they interact with a company, product, or service. It shows the steps a customer takes, the touchpoints they encounter, and the emotions they feel along the way.
Journey map infographics are important because they help companies understand their customers' experiences and identify areas for improvement. By mapping out a customer's journey, companies can see where they are succeeding and where they are falling short, and use that information to make strategic decisions that improve the customer experience.
Journey map infographics are best used as a tool for identifying and addressing pain points in the customer journey. They can also be used to prioritize initiatives and investments based on their impact on the customer experience. Journey maps can be shared across the organization to foster a customer-centric culture and ensure that everyone is aligned around improving the customer experience.
A journey map infographic typically includes the following elements:
The first step when creating a journey map infographic is to decide who your user or customer is. Your product likely has multiple types of very different users, each with their own discrete journey map. Choose who this journey map is based on and what problem they're experiencing.
It's important to keep your journey linear. The user must move from one segment to the next, from experiencing their problem to finding your product, to engagement, and so on. If you lose track of where your users are, you will lose your audience as well. Keep the story clear, simple, and linear.
Maybe the most important of creating your journey map infographic is to note potential user pain points. Where might your users run into trouble and abandon your product? The more pain points you can note, the more you can improve your conversion rate. Creating a clear infographic allows all viewers to understand each step in the journey map process and gives each viewer a chance to express where they think user pain points may be apparent.
Yes, journey map infographics can be used for B2B customer journeys as well as B2C. The process of mapping out the customer journey is similar, but the touchpoints and emotions may be different.
Journey map infographics should be updated periodically to reflect changes in the customer journey or the company's products and services. Depending on the rate of change in the industry or the company, this may be done annually or more frequently.
Companies can collect data for a journey map infographic through customer surveys, interviews, focus groups, or by analyzing customer interactions with the company's website, social media, or other channels.
Yes, journey map infographics can be used for non-customer journeys, such as employee journeys or user journeys for software or applications. The process of mapping out the journey is similar, but the touchpoints and emotions may be different.