Customer journey maps, a visual representation of every interaction a customer has with your brand, have long been a tool for designers, marketers, and other CX professionals to uncover points of friction and opportunities for optimization in the buying process.

UserTesting's Senior Solutions Consultant, Landon Barnes, shares best practices for developing customer journey maps while working remotely, and discusses why in times of change it's more important than ever to understand what your customer is actually experiencing when they engage with your company.