mobile, website, laptop, social media etc.). This is where a CJM comes into picture.ĬJM is a visualization technique which allows you to see how your users/customers are interacting with your business over time and across channels (e.g. Whatever your issue might be, the root cause of this is that you don’t have a clear grasp of the customer journey. Often times, you might be left wondering why a user is spending so much time performing a particular action (an example could be on an e-commerce website where the customer is spending a lot of time adding products to their cart) or why does it take him/her several steps to get from Point A to Point B when it should only take a few! It can be challenging for an organization or a product team to get into the minds of its users. Making a customer journey map is crucial for identifying user pain points.(Source: Unsplash) What is a Customer Journey Map?

how the Automatic Persona Generation (APG) system can help make CJM’s in a quick and effective way!ĭisclaimer: This article does not cover the topic of CJM in-depth but rather focuses on the marriage between CJM’s and personas! For a detailed breakdown on the what, why and how of CJM’s, refer to this customer journey mapping guide by the folks at UXPressia.highlighting the importance of the use of personas in helping craft good customer journey maps (CJM).