Description: Journey mapping is a visual representation of the steps a customer takes to achieve a goal with a product or service. This process involves identifying and documenting each interaction a customer has with a brand, from the first contact to the completion of their experience. Through diagrams, graphs, or maps, customer emotions, thoughts, and actions at each stage can be visualized, allowing companies to better understand their needs and expectations. Journey mapping not only helps identify pain points and improvement opportunities but also facilitates the alignment of internal teams around the customer experience. By focusing on the customer journey, organizations can design more effective strategies to optimize customer satisfaction and loyalty, ensuring that each interaction is meaningful and valuable. This tool is essential in process management, as it allows companies to continuously analyze and improve their services and products, adapting to the changing demands of the market.
