Customer Journey Technique

Customer journey captures the user’s experience throughout the process of purchasing, using, and discontinuing a product, service, or system, across all touchpoints (in-person, virtual, phone, etc.).

It provides a multichannel view of what users experience, detailing their actions, motivations, questions, and obstacles. The customer journey reveals critical product requirements in various contexts, highlights areas of value (where effort should be applied), and identifies areas not valued by consumers (where costs should be optimized).