User Stories by Phase: A Change to Customer Journey Mapping
A Customer Journey Map is a visual illustration of one persona’s interactions and experience, from the personas point-of-view with the goal of understand what “occurs” in each state of the customer journey, and what “moves” those customers from one to the next. Mapping the customer experience allows organizations to:
- Think like a customer from the outside in
- Understand the reality of customers’ lives
- Design and overhaul systems and process
- Facilitate inter- and cross-silo understanding
- Make decisions.