What is the purpose of customer journey mapping?

The purpose of customer journey mapping is to outline a customer's steps in product interaction. This process involves visualizing and documenting the various stages a customer goes through when interacting with a product or service, from initial awareness to post-purchase experiences. By creating a customer journey map, organizations can better understand how customers experience their offerings, identify pain points, and enhance overall satisfaction.

This tool helps to align business strategies with customer needs by highlighting key moments of interaction. It enables teams to focus on improving the customer experience by addressing specific stages where customers may encounter challenges or drop out of the purchasing process. Thus, customer journey mapping is essential for developing a customer-centric approach in product realization and service delivery.