How Does Customer Journey Impact User Experience?

February 13, 2023 | Read Time : 3 mins

What is a Customer Journey Map?

A Customer Journey Map is an incredible way to visualise how your users navigate your user experience. The interaction a current or potential client has with your business while attempting to complete a task is referred to as the Customer Journey.

Who uses Customer Journey?

Many professions use Customer Journey Maps because of their general use. Customer Journey Maps offer unique information for CEOs, business managers, UX/UI designers, and copywriters. A corporate manager may be more interested in observing how customers approach and progress through the sales process than a designer who uses them to understand where the user has come from before using the product and where they will go next.

How are Customer Journey used?

The primary goal of developing a Customer Journey Map is to put the customer and their experience at the forefront of everyone’s mind. Customer Journey Maps are frequently displayed in the workplace or made readily available to all employees. By doing this, it will be accessible to all staff members at any time during the design process, ensuring that the user’s demands are always considered.

Why are Customer Journey Maps important, and how does it impact User Experience?

Moving through an experience as if you were a customer, helps organisations learn who their customers are and how they feel about their brand overall. These maps help create efficient working environments and a brand with which users are happy to interact.

Preserves a company’s promise

Looking through the eyes of a customer without bias can be difficult. Customer Journey Maps simplify evaluating what an organisation may claim it delivers to what its customers are experiencing.

Limits the range of customers

Along with knowing what it takes for a customer to attain a specific goal, customer journey maps may narrow down exactly who its customers are. To ensure that you are providing your services to the appropriate people, in the right industry, in the right way, it is essential to understand your customers. Customer Journey Maps provide a more detailed and comprehensive image of the target market that organisations need to interact with.

Prioritises the needs of the customer

One of the most effective methods to assist customer success is to identify potential roadblocks and how to eliminate them. Journey maps give designers and organisations more context when learning how to meet the needs of their customers since they examine the lifelong relationship between the customer and the company.

Boosts internal communication

Design tools that facilitate good communication across all the many divisions inside a business are practically essential. Customer journey maps assist a firm in understanding how its customers behave and what their objectives are. Each department benefits from a better understanding of the customers perspective, enabling them to provide the next actions to help the customer continue their journey.

Understanding customers by creating a Customer Journey Map may help identify what customers require to have a pleasant overall experience with a brand.

While Customer Journey Maps may give companies extensive insight into their customers experiences, companies should also use other user research tools like empathy maps, user personas, and storyboarding to supplement this information. Together, these design tools may assist businesses in all phases in producing fantastic experiences and goods for their target markets and customers.


OriginUX Studio


Team OriginUX

OriginUX Studio is a CoE for User Experience providing UI & UX across Product, Service and Customer Experience Design. We are a cross-disciplinary design team that loves to create great experiences and make meaningful connections for businesses and their users through UI & UX.

Founded in 2016, our larger purpose is to help brands understand what they want to do and where they want to go. To do that we have to make understanding customer experience simple, effortless, and affordable for everyone.

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