CJM

CJM (Customer Journey Map) is a customer journey that starts far beyond the website, shop or company. It may not end with a purchase, but with an after-sales service or, for example, with feedback and recommendations. A CJM allows to visualise and understand the user’s experience: how the user became aware of the need for a product, how they searched for it, how they chose from competitors, how they bought it, how they upgraded, left reviews, recommended it to friends. CJM can be presented in the form of a diagram, table or visual schemes reflecting the sequence of stages of user interaction with the product, his needs and emotions at each of them.

Creating a CJM relies on data analysis, user research and feedback to build a more complete picture of the interaction with the target audience. It helps identify weaknesses, improve processes and create a more satisfactory user experience.