A well-designed customer journey and user experience (UX) are the two most important factors in facilitating customer loyalty as they are what define an experience with a particular brand. The customer journey refers to all the thoughts, feelings and behavioral responses of a consumer through all stages of the consumption process, from pre-purchase to consumption, to post-purchase. The UX refers to how customers interact with a product or service – usually in the context of a website – and how useful they perceive it to be and how efficient and easy it is to use. UX is crucial to fulfilling your customer’s needs and creating a pleasant experience with your brand and defining the customer journey on your product or service in a way that meets your business objectives. To create a meaningful customer journey, a few things must be considered, such as determining what business goal you want to achieve through your customer journey map, who will use it and what it will achieve for them.
The second step involves doing in-depth research of the customer experience at all touchpoints and channels and making a list of these interaction points. Then, you need an empathy map. This is the process of analysing each of the points of contact and figuring out what the customer might think, feel and what their response might be. Once you have an idea of how your customer feels throughout the journey, you can focus on improving certain stages and ensuring the user’s needs are met. Following these stages, an outline of the journey should be drafted and analysed, so you really understand what it feels like to be one of your customers. What do they experience at each step of the journey? How can the experience be enhanced? The final stage is to share this customer journey map with stakeholders and then refine and develop it until it resembles an ideal customer journey that will satisfy your customers and ultimately boost your profitability.
The UX is crucial to the customer journey because it provides the customer with the physical means of interacting with your business. You could think of the customer journey as being a detailed map that also includes their subjective responses to a journey. The UX is like the physical pathway that the map refers to. When the two are considered and designed as one whole, the result is a pleasant and optimised experience that leads your customer merrily down a path towards a purchase decision. By hiring a team of experts to construct your customer journey and UX you can rest assured that your customers will have an enjoyable experience with your brand, increasing customer loyalty and dramatically boosting sales.
If you would like us to help you get started with customer journeys and UX design, you can reach out by filling in our ‘Say Hello’ form or calling us directly. One of our skilled and cheerful team members will have a provisional call to understand your industry, budget, and goals. We’ll then work out a roadmap that includes a free trial and then start gaining your business some lovely new customers.