Customer journey map: How to test with customers?

by Nina   Last Updated May 24, 2018 15:16 PM

I am currently mapping the customer journey for the company I work for. We have visualized the journey based on internal knowledge and experience with our customers. Now I would like to test what we've come up with, by interviewing our customers.

What would be the best way to do this? Showing them the map that I created doesn't seem like the best option for me. Any other ideas?

Thanks in advance!

Answers 1

Get some customers in and interview them one at a time to find out how they see the journey.

It's important to get context so ask them questions about when they start to consider using the product, what they use the product for, how much of the product they use, where their engagement with the product ends, and where they go on to afterwards. You may find that you have different sets of users who take different journeys based on their needs.

You could also set up a dummy account for your product, get them to talk you though a typical journey as they replicate it, and use a screen recorder to track their journey.

Andrew Martin
Andrew Martin
May 24, 2018 14:30 PM

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