Customer Journey Map University

In addition, each journey map had a seminal or “make or break” touchpoint, which were moments that matter most in the student journey and where a decision to drop out was likely made. “a customer journey map is a benchmarking tool,” says wakelam. In its most basic form, journey mapping starts by compiling a series of user actions into a timeline.

Design thinking and customer journey maps. The purpose of the journey map is to identify the touch points of engagement with customers and to identify customer needs and expectations through the eye of the customer and their experiences. Set goals that are unique to your business.

Compare the experience of different customer segments

Each journey map was developed based on 6 to 8 student touchpoints and included a timeline with various steps that a persona might follow. “seek out moments that matter and take action.” Typically, a customer journey map is created by using data from primary research, such as personal interviews, focus group sessions, brainstorming and shadowing, as well as secondary research such as gathering and collaborating over information from databases within the organization, websites, social media and so on. The canvas asks college and university staff to consider what students interact with, and each.