Companies that use customer journey mapping to inform their customer experience strategy see up to a 20% increase in customer satisfaction and up to a 30% increase in customer lifetime value* according to a study by McKinsey & Company.
We recommend two important steps at the outset of any software initiative:
Customer Journey Mapping:
A customer journey map is a visual representation of the steps a customer takes as they interact with your company. Journey Maps can help the product team understand your customer by identifying the key touchpoints or interactions that users have with your software or service. This can include the initial discovery of the platform, onboarding, and ongoing product experience.
Customer Goals And Motivator Matrix:
While you may have a general understanding of your customers, conducting user research can help to uncover deeper insights into their specific goals, motivators, pain points, and opportunities throughout their journey. By connecting your customer research to the user journey and mapping it with your business goals, the entire product team can gain a thorough understanding of how the product fits together and contributes to achieving business objectives.
Most collaboration platforms like Lucid, Miro, and Figjam now come with useful templates to help this pre-stage of the prototyping process. Once a team sees a customer journey, they better empathize with the customer and can apply the knowledge towards improving their respective part of the journey.