JOURNEY MAPPING

In essence, a customer journey map is a simple concept: it's an illustration that details all of the touchpoints potential consumers experience while interacting with your brand. It's a visual representation of the steps s/he may encounter as they attempt to achieve a goal, and the emotions they may experience during that journey.

While the idea may be simple, the process of building the map is anything but easy. The journey mapping process demands rigorous research and a meticulous understanding of your consumers. The map is intended to be truly reflective of what the customer experiences at a human level. Once a journey map is complete, areas of opportunity to improve your consumer code of conduct will become obvious.

Role: UX Lead & Researcher. The work below was completed both by myself and in collaboration with my team at Crocs, Inc