A Customer Journey Map is a visual representation of all steps that a person has to take in order to use a given service as well as experience connected with it.
It allows presenting how one interacts with a brand on all stages, provides information on communication channels as well as emotions that users have during internal and external processes within the organization. It is the basis and a starting point for working on Customer Experience which can include hotel guest experience, passenger experience or employee experience.
The shopping path would be simple in a perfect world: see it, buy it, use it and repeat, and it would make the experience very positive. In reality, it may happen that the shopping process is a true journey that has its ups and downs, turning points, stops and moments of hesitation.
Developing a customer journey map is a great idea if you want to grasp how your service fits into your customers’ lifestyle, schedule, goals and aspirations. Thanks to it, you will know which parts of your relationship with them are great and which are not.
In addition, you get to know customers’ perspective and learn to look at your services through their eyes.
Afterwards, all collected data is analyzed by our team. It allows us to create a visual representation of customers’ journey with your service step-by-step. Such map represents e.g. pain as well as delight points indicated by the user in a given process.
While working with FUZERS, you get an energy and knowledge bomb. Krzysztof Ożóg guided us through the design thinking process, described goals of each stage in a coherent way, and managed a cycle of meetings that lasted over 2 months.
„When can you say that a training brought you desired effects? For sure, when after 8 hours of intensive workshops, participants are on the edge of their seat and want more. They read more, discover “new” in themselves and their environment, they simply want to change. That’s what creative sessions with Piotr do. Professional and inspiring. ”
I invited Piotr to participate in workshops dedicated to designing experience of corporate clients during purchasing or opening banking products. Even though Piotr was time limited and had a lot of requirements regarding the scope of workshops and its results, he managed to do a great job. His preparation, professionalism and engagement was highly appreciated by participants. I do recommend his service and customer experience design skills.