Journey mapping

What is a user journey?

• A social media activity log for users.

• a short and simple description of who the user is, what they want, and why.

• A shopping list for users.

• A timeline displaying user reactions and actions in different product phases.

Why use journey maps?

• To create colorful graphics for presentations.

• To find new advertising channels.

• To understand users' behavior and improve user experience.

• To track company profits.

Which phase involves customers realizing they have a problem?

• Awareness Stage

• Retention Stage

• Loyalty Stage

• Decision Stage

What data is considered 'Solicited Data'?

• Page views and clicks

• Online reviews and social media posts

• Customer surveys and interviews

• Product sign-up pages

Which component describes the context of what the user wants to achieve?

• Scenario

• Timescale

• Touchpoints

• User Persona

What are 'Touchpoints' in a user journey map?

• The time taken to complete a task

• Different media users use to complete a task

• Points of stress or satisfaction

• Actions users take while interacting with the product

How often should you update your customer journey map?

• Weekly

• Monthly or quarterly

• Annually

• Never

What should be done during the retention stage?

• Comparing different product offerings

• Delivering educational content

• Providing excellent onboarding and ongoing customer service

• Encouraging customers to make a purchase

What is essential for creating a customer journey map for each buyer persona?

• Grouping overarching themes and considering demographics, psychographics, and customer tenure

• Only considering new customers

• Ignoring feedback from long-term customers

• Using the same template for all personas

What is the purpose of adding emotions to the journey map?

• To make the map look more colorful

• To track marketing performance

• To identify and mitigate negative emotions and pain points

• To increase the complexity of the map