How to Make a Customer Journey Map

Journey maps function similarly to persona roadmaps. They go beyond demographic data and assist marketing team members and stakeholders in putting themselves in your customers’ shoes. As a result, you’ll be able to develop more customer-focused business objectives and provide a more seamless omnichannel experience.


Journey maps can provide marketing teams with a customer-centric representation of your target population’s thoughts. They encourage you to conduct market research by asking pertinent questions.


Consider all the numerous ways prospects interact with your brand in real-time: email, social media, video, search engines, your website, TV, and so on. The customer journey map assists you in taking stock of all these customer interactions, optimizing them, and filling critical gaps.

Why Make a Customer Journey Map?

Customer journey mapping is vital since it assists marketers in connecting with buyers and removing impediments that may result in lost sales, higher churn, or a bad reputation. As a result, the purchase cycle will be shorter, conversion rates will be higher, and customer retention will be higher.


It also provides information on how various sorts of customers go through your marketing funnel, allowing you to improve the user experience for each group. Millennials, for example, will interact with your firm differently than Boomers. C-suite executives have different goals than small business owners; each will go through a distinct process before making a purchase choice.


Customer journey mapping allows you to tailor your marketing strategy to each buyer profile. Finally, you want to provide real-world clients with a tailored, good experience.


You will better understand your consumer personas’ needs if you sketch out the buyer’s journey for them. As a result, consumer satisfaction will rise.


Mapping the client journey allows you to concentrate on the results rather than the strategies.

Making a Customer Journey Map

Now that we’ve established what and why to do, let’s look at how to make a simple customer journey map.


1. Create Buyer Personas & Audience Groups


To begin, establish your audience segments depending on the many sorts of customers you serve. Then, inside those segments, develop buyer personas.


If you sell consulting services, you might have a segment for healthcare clients, another for financial services, and a third for technology. Alternatively, you might divide your audience based on the number of employees or area.


Alternatively, you might segregate your audience by age group – for example, an eCommerce fashion brand could target pre-teens, teens, and ladies separately. Alternatively, if you’re a clothes business like Athleta, you can target by activity – yoga, jogging, hiking, cold weather training, tennis, golf, swimming, and so on.


Create personas for your ideal clients in each segment after segmenting your audience. To help you start, here are some buyer persona examples.


Persona information will differ depending on whether you’re B2B or B2C, as well as the pricing of your product/service.


The goal is to comprehend your ideal customers fully. You can develop a customer journey that resonates with them, helps them through the process, and encourages them to take action once you have clarity on what they want and their challenges.


2. Use Empathy Maps to Identify Customer Pain Points


The following step in developing your customer journey map is to identify consumer pain points at each stage of the process.


Keep in mind that the purchasing process is both factual and emotional. People make decisions based on a combination of objective data and expressive emotions. Use an empathy map to handle possible impediments to understand your customers genuinely.


3. Make a List of Customer Touch Points


What exactly are consumer touch points? They are how prospective customers engage with your brand during their journey.


Include each point of contact in your client journey map. Seeing the many touchpoints provides insight into clients’ various processes before purchasing. You can find psychological triggers that can make customers feel more confident in taking the following steps by understanding their state of mind at each stage of the customer experience. You can optimize each brand touch point or reduce the required touch points.


Actions of the Audience


When identifying touch points, prioritize those where individuals take action. Look for all the numerous ways your audience takes effort, whether they click on a Google search result, participate on social media, or answer an email.


Determine the underlying motivations and reasons for each phase of the trip once you have a list of actions. Then, to enhance conversion rates, look for ways to lessen the number of activities a person must complete along their customer journey.


Questions During the Customer Journey


It is also critical to determine prospective customers’ questions at each touch point in your customer journey map. Confusion, language, and doubt can prevent prospects from progressing in their purchasing journey.


Document the genuine queries that your prospective clients have at each stage of the process. If you do this, you will likely be ahead of your competitors.


Start interviewing them and doing surveys if you need to know the questions they’re asking. Live chat sessions, salespeople, and support teams can provide helpful information.


The more questions you can answer at each touch point, the less friction potential customers will experience, and the more probable they will continue on their path.


4. Improve the Conversion Funnel


The conversion funnel is divided into top-of-funnel, middle-of-funnel, and bottom-of-funnel. Each segment corresponds to a stage in the purchasing process. Provide helpful information that leads potential clients farther down the conversion funnel at each location.


For example, you can broaden your reach at the top of the funnel, raise awareness, and establish trust with prospects. At this point, your target audience may need to be made aware of your brand. So make a solid first impression and establish yourself as an experienced resource.


Rather than selling, provide prospects with the knowledge that answers their questions and fosters trust. Use gated content to collect their contact information to set up automated nurture programs.


Give prospects the knowledge they need to make an informed purchasing decision in the middle of the funnel. Instead of a complex sale, emphasize your value and difference to educate your prospects and boost their trust in your giving.


The most direct selling should occur at the marketing funnel’s bottom. 

Position yourself as a consultant, assisting them in tailoring their purchase to meet the consumer’s demands best. Highlighting things like social proof, case studies, warranties, highly rated customer service, money-back guarantees, predicted ROI, and so on will lower their sense of risk. The goal of the bottom of the funnel is to remove any friction and close the sale.


5. Create Customer Journey Maps to Increase Interaction


You must have particular, practical strategies to engage your audience at each stage of the customer journey. You must be able to address essential pain areas, correctly answer questions, and assist prospects in taking the next step in the buying process.


There are numerous methods for engaging your audience. You must select those that best support your potential clients throughout their journey in contextually relevant ways. Determine what the possible consumer wants or needs most at each stage of the customer journey map and how you might provide those needs.


6. Provide an Exceptional Digital Experience


The ultimate purpose of developing a customer journey map is to ensure that you deliver a superior digital customer experience (DCX) from beginning to end.


A user journey map clarifies each step a consumer takes, allowing you to make them as enjoyable and painless as possible. Excellent experiences result in more consumers, orders, and income.


7. Monitor, Measure, & Optimize


Tracking and measuring data, followed by optimization, is the final phase in the customer journey mapping process. You must understand the essential KPIs for each touchpoint and evaluate their conversion rates.


For example, how long do visitors stay on the page if your website receives organic search traffic? How many of them join your email list or make a purchase? How can you make the page more appealing to site visitors?


Consistent optimization results in compounding gains. Providing a better experience on your website leads to higher engagement metrics, higher performance in search results, more organic visitors and email opt-ins, and so on.

Creating a Practical Client Journey Map

Customer experience maps improve your marketing intelligence, allowing you to engage buyers more effectively. Defining your customers’ paths enhances conversions, attracts new customers, and generates income. Customer journey mapping can also be used to visualize the ideal future condition of the buyer’s journey.