Websites that are highly relevant to visitor’s needs typically engage and convert at the most effective levels. Because of this, we have a major focus during our website projects on better understanding your visitors, their goals & objectives, and their mindset as they are using your site.
During the UX strategy phase, we’ll first identify the different classes of visitors and the characteristics that they share, and then we’ll dive deeper into the visitors’ journey with a Customer Journey Map.
What is a Customer Journey Map?
A customer journey map is a visual representation of what typical visitors are thinking, doing and feeling at key touch points.
Customers or visitors typically go through various steps when they are researching a solution and deciding on a product/service. In a customer journey map, we’ll map out the visitors’ experience during 3 key stages:
- Awareness – aware of the problem & searching for a solution
- Consideration – researching competitive options & considering the best one
- Decision – ready to reach out to a company for help
We’ll utilize a combination of qualitative and quantitative data, including analytics, conversion results, and interviews with multiple team members who are on the front-lines with customers.
The Benefits of Customer Journey Mapping
By going through this process, you’ll have a better understanding of how visitors interact with your website during the early, mid to late stages of decision-making.
A customer journey map offers critical information for the website redesign, including:
- Creates a better understanding of web visitors in terms of what they do, think and feel at all stages of engagement
- Helps us write effective and compelling messaging that is in alignment and consistent with visitors’ experience
- Shifts the website approach to a visitor-centered focus, removing biases among team members that may negatively influence project
- Provides the best guidance in determining website structure, page layout, and navigation