𝐃𝐞-𝐫𝐢𝐬𝐤𝐢𝐧𝐠 𝐲𝐨𝐮𝐫 𝐩𝐫𝐨𝐣𝐞𝐜𝐭𝐬 𝐰𝐢𝐭𝐡 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐉𝐨𝐮𝐫𝐧𝐞𝐲 𝐦𝐚𝐩𝐬

Technical dependencies matter, and nobody wants budget over-runs, but what really matters is building something that people can't or won't actually use.

Customer journey mapping, be it internal of external customers, is more than a fully CX exercise. It's an excellent project planning tool that spots problems before a line of code is even written.

𝐇𝐨𝐰 𝐢𝐭 𝐰𝐨𝐫𝐤𝐬

Map out every touchpoint your customer will have with what you're building. Do this upfront, before you've committed budget. This will let you see and structure processes and features early on, making sure you also spot issues that could blindside you after launch.

𝐖𝐡𝐚𝐭 𝐲𝐨𝐮'𝐥𝐥 𝐟𝐢𝐧𝐝

➡️ Navigation that's going to generate a flood of support tickets

➡️ Missing integrations that would break how people work

➡️ The exact points where users will give up and walk away

➡️ The emotional frustrations that tank satisfaction scores

➡️ The disconnect between what engineering or the business thinks they're building and what customers actually need

𝐖𝐡𝐲 𝐭𝐡𝐢𝐬 𝐦𝐚𝐭𝐭𝐞𝐫𝐬

Journey mapping makes it easier to make good decisions and harder to make bad ones. It shows you the domino effect of your design choices.

When you see things through your customer's eyes, you catch the risky parts of your design and/or plan before they become expensive problems.

𝐇𝐨𝐰 𝐭𝐨 𝐝𝐨 𝐢𝐭

➡️ Map your customer journey first

➡️ Validate assumptions with real users

➡️ Roll out in phases to test and learn before going all-in

This is how you turn customer experience from a vague goal into real and tangible features, processes and metrics.

This won't just make things better for your customers, but will help you protect your investment and project budget.

Building the right think is better than just building things the right way.