Customer journey or user journey for your designs?
Vertika Nigam
11 replies
Okay, trick question!
Do you design website experiences based on customer journey mapping, or user journey mapping?
Often confused terms, these two have different meanings.
If you'd know these, your design outcomes may (or may not) be completely different from each other.
Let's see who got it :D
Replies
Amit Arora@amit_arora
Very interesting question, Vertika. 😊
It took me some time (a few years 🤭 ) to understand the difference between User journey and Customer Journey. They have a subtle but a huge difference. I noticed that customers do have a different behavior than a normal user.
Infact the prospect buyers too had a different journey than a normal cold user.
Would love to hear your thoughts.
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@amit_arora Thank you for highlighting that. The whole point is that customers have a different journey, than any other type of user on the website.
Great question, @vertikanigam ! Understanding the difference between customer journey mapping and user journey mapping is crucial for effective design.
Customer journey mapping focuses on the entire experience a customer has with a brand, from awareness to purchase and beyond. It considers all touchpoints and interactions, providing a holistic view of the customer’s relationship with the company.
User journey mapping, on the other hand, is more specific to the interactions a user has with a product or service. It delves into the steps a user takes to accomplish a task within a particular application or website.
In our design process, we actually use both! We start with customer journey mapping to understand the broader context and ensure our design aligns with overall business goals. Then, we drill down into user journey mapping to optimize specific interactions and ensure a seamless user experience.
Combining insights from both maps helps us create designs that are not only user-friendly but also aligned with the broader customer experience. Thanks for sparking this discussion!
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@ashikhameed Some good points there! So basically, customer journey is for customers. User journey is a broad term. It can be any different type of user, and then you map those users. That's why there are not just 2 but it could be like 10+ journeys you can map on a website. Actually wayyy more.
Great question, @vertikanigam! 😄 It's fascinating how customer journey mapping and user journey mapping can lead to different design outcomes. For me, it depends on the project's goals and audience. Sometimes focusing on the user's interaction flow is crucial, while other times, understanding the customer's holistic experience with the brand can make all the difference. Looking forward to seeing everyone's take on this! 🚀
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Great question, @vertikanigam! 😄 I always find that mapping out the user journey can lead to a more intuitive and user-friendly design. However, considering the customer journey is equally important to align the design with business goals and customer expectations. It’s fascinating how these approaches can lead to distinct outcomes! Looking forward to hearing everyone’s thoughts! 🚀
I prefer user journey mapping because it provides a more detailed view of how users interact with specific features on the website, allowing for more targeted design improvements.
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@tanya_sharath It sure is detailed.
So, would you also say that customer journey mapping is not detailed?
Ah, the age-old debate: customer journey vs. user journey! It's like choosing between coffee and tea – both delightful, but cater to different tastes. So, are you team customer journey mapping or user journey mapping? Let's unfold the mystery together!