Customer Journey Maps

Customer journey maps are versatile and have a range of uses. They are often used to improve the customer experience and to better understand loyalty. These diagrams include insights into the motivations and attitudes of customers. Mapping the pain points of the user journey demonstrates the barriers and annoyances users have in trying to get a job done. Pain points are evaluated as opportunities to design a better experience. Below is a Customer Journey Map that I have built recently for FanDuel.