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Customer Journey

The customer journey map is a representation describing each step of the interaction that a user or customer has with a service, product, organization or system taking the perspective of the user. It is stated what the actions, the touchpoints with the service, product or system and the emotional state of the user for each of the steps. It can functions as a planning- and strategic tool to keep the focus on the final users for the final development and the prototyping of a new solution. It can be also used to map existing systems to highlight pain points and opportunities for improvement.

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Awareness raisingSocial innovationStakeholder engagementAnalytics and modelling
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