Journey mapping visually breaks down each step a customer takes in interacting with a brand. It highlights key touchpoints such as product discovery, sign-up, purchase, and support, along with the emotions, motivations, and obstacles customers experience. This helps businesses pinpoint points of friction, identify moments to add value, and ensure consistency across channels. With the insights from journey mapping, teams can coordinate improvements, resulting in a smoother, more satisfying experience that aligns with customer expectations.
