Customer journey

By asking your target demographic to evaluate your customer journey and define pain points, you’ll learn insights that’ll help prioritize new optimization efforts. This knowledge will uncover the critical interactions that need to be improved, while offering intel on the quick wins you can achieve by making a small interface tweak. And at the very least, you’ll be able to better understand your customers’ habits and behaviors to define how they complete everyday tasks.

We recommend sharing your insights with other teams within your organization to build a broader sense of awareness of what it's like to be your customer. It’ll get everyone thinking about creating a better experience for your users, and it’ll put you well on your way to becoming a truly customer-centric company.

This template can be used for both educational or product developmental purposes. Whether you’re shifting priorities, planning a website or app redesign, or addressing a buildup of customer pain points, use it to:

  - Validate or dispel hypotheses about the customer journey

  - Narrow down priorities by learning what customers want instead of assuming

  - Gain a better understanding of who your customers are and why they use your product

  - Boost retention rates and achieve growth goals

  - Improve web or mobile design to optimize digital experiences

  - Minimize call and chat volumes to call centers