![]() ![]() Take inspiration from positive moments to improve weak areas. List the steps users found enjoyable, productive, or motivating. Highlight the customer’s positive moments For each step, what is the customer's primary goal or motivation? What can you do to fulfill their needs? For an emphasis on how your customer or user is feeling during the journey, an empathy map can help you tap into their thoughts and emotions. ![]() Think about the customer’s goals and motivations Keep in mind that interactions and touchpoints can and should be different depending on where someone found you, or how they got to your website. This could be anything from learning about a new product from a promoted social media post, to contacting customer support for an issue the user faces. This includes the people they see or talk to, where they are, and the digital touchpoints or physical influences used to move them into the funnel. Mention what interactions users face during each step of the process. List the different interactions customers might have Extend: What happens after the experience is over?ģ.Exit: What do people typically experience as the process ends?. ![]()
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