A User Journey or Customer Journey Map is a visualization of the sequence of steps and interactions a user goes through with a product, service, or website, from initial contact to reaching a goal point (e.g. purchase, subscription, application, call).
A User Journey or Customer Journey Map is a visualization of the sequence of steps and interactions a user goes through with a product, service, or website, from initial contact to reaching a goal point (e.g. purchase, subscription, application, call).
It covers all stages of interaction , including awareness of need, information search, decision making and post-sales experience.
The user path includes:
Touchpoints are specific places where a user interacts with lithuania email list a brand (advertising, website, social networks, email newsletters).
Emotions and expectations are the user's impressions at each stage of the route.
Emotions. Positive: Joy, trust, inspiration (for example, when the site is easy to navigate). Negative: Disappointment, anger, confusion (for example, when the page takes a long time to load).
Expectations. This is what the user hopes to receive (for example, fast delivery, a quality product, or an answer to a question). If expectations are met or exceeded, emotions become positive.
User goals are the tasks that the user wants to accomplish by going through the stages of the path. For example:
Find the product you need.
Get an answer to your question.
Place your order quickly and without problems.
Compare prices or features.