User Journey Map vs Customer Journey Map


A user journey map (also known as a customer journey map) is a diagram that visually illustrates the user flow through your site, starting with initial contact or discovery, and continuing through the process of engagement into long-term loyalty and advocacy. so what’s the difference?

User Journey Map

  • Elements focus more on user experience
  • Output to learn the experience of users and find out the complaints they have

Customer Journey Map

  • Ordinary elements added to the Persona and Internals of the busineses itself.
  • Outputs to help create a backlog list, A backlog is a list of tasks required to support a larger strategic plan. For example, a product development context contains a prioritized list of items.

What is the purpose of making this CJM?

  1. Positioning As Customer
  2. Understanding Customer Experience
  3. Understand Customer Expectations of the product

Why is it Important?

Then why is the Customer Journey Map important?

  • Personalization

You must be able to understand the customer personally, so a technique is made to understand the prospective customer of the product to be developed.

  • Benchmark

Help us to compare the expectations of customers with what they actually get. Also to minimize the gap between customer expectations and what is provided by the business.

  • Internal Process Optimization

Mapping processes within the internal team from each touchpoint on the customer journey and knowing what internal pain points need to be adjusted.

  • Maximize Customer Onboarding Process

Help us determine how to introduce products to customers.

Customer Journey Map Components

The basic components of CJM are:

  1. Persona
  2. Stages
  3. Touchpoints
  4. Emotions
  5. Channels

OK, next we break down what elements can be included in CJM

  • Persona

A complete representation of the customer, starting from the identity, characteristics, habits, user goals, and various other information

  • Stages

Interaction stages, which describe the time span of user and product interaction from beginning to end. The stages of each product are different. For example, in one product, the customer may perform the refund stage, but it may not be possible for other products.

We focus on the elements of the Customer section

  • Customer Goals

The goal is to be achieved by the customer. For example, on an e-commerce website, the customer’s goal at the browsing stage is to find out about the price of a bicycle

  • Touch Points

The points that map where the customer interacts with us.

  • Process

A series of events that occur at a certain stage

  • Pain Points

Problems faced by customers at every stage

  • Emotions / Feelings

Represents how the customer feels at a certain stage and how important the problem at a stage must be addressed

  • Channels

Media of communication between businesses and customers

Next change to the Internal section element

  • Internal Actors

To map which divisions or teams interact with customers

  • Internal Channels

Channels and tools used by the internal team.

  • Internal Process

Regarding what processes are carried out by the internal team to complete tasks to serve customers.

  • Internal Pain Points

Problem points faced by the internal team when serving customers

  • Opportunity

Opportunities for solutions that can be done to solve problems from customers and from the internal team

END

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