SAP Signavio Customer Journey Map

A customer journey informs customer journey mapping, which produces a customer journey map.

In its most basic form, a journey map is a visualization of the steps that a person goes through to reach a goal. Customer (or buyer or user) journey mapping is the process of creating a visual map of all the touchpoints throughout a customer’s journey with your company, from discovery, to purchase, to postpurchase and retention.

Journey mapping is qualitative research that helps companies understand the experiences, challenges, and frustrations of their customers. It helps customer-facing teams identify and understand customers’ needs, reactions, and emotions to experiences delivered to them by the organization, and is used to influence and drive customer behavior by providing experiences that directly address the customer’s needs.

Let's get back to our baked goods online store use case and create a Customer Journey (CJ). As a guideline, we use the steps we defined in the last lesson. 

Learn how to create a customer-centric business with the SAP Signavio Customer Journey Map.

A Customer Journey Map starts with the customer. Learn how to create your persona.

Now, that we know who our customers are and what they want, we start mapping out the customer journey. Learn how to create the steps for your persona.

Let's examine how we can link specific steps into your process landscape. Learn how to reference a diagram at a touchpoint.

The dictionary enables you to keep all the terms that are often used in your diagrams in one easy-to-reference place. Learn how to link dictionary objects to your Customer Journey Map.

Customer journey maps offer insight into your business processes from the customer's viewpoint. By mapping out and refining the customer experience with your products and services, you lay the foundation for enhancing your organization’s focus on what matters most: delivering the best possible customer experience.