Map User Journey to Understand Customer Perspective

The mobile app industry is a saturated market, where every app owner is vying for user attention. So, creating a unique and better mobile user experience is essential for differentiating yourself is and to thrive in the market. So, with user experience being one of the key determinants of success, it is essential for businesses to include user journey mapping in their app strategy.  

Why it is important? 

According to The Economist, 64% of companies with a customer-centric approach find themselves to be more profitable than competitors. 

Also known as customer journey, the user journey maps the ways in which a customer completes a desired action, most often completing a purchase. 

When you map your user journey, it provides you with a better understanding of how your customers interact with the app and lets you focus on outlining the key touchpoints on map.        

It illustrates the steps users go through when engaging with your app and makes you aware of their experiences, perspectives, and pain points. 

 These valuable insights not only highlight the areas for improvement, but also help in shaping the product roadmap of your mobile app. 

Mapping your user journey 

There are mainly 4 steps to consider when to map out user journey: 

1. Identify Customer Behaviour 

Customer behaviour refers to an individual’s buying habits, includes social trends, frequency patterns, and background factors that influence their buying decision. So, it’s important to start with identifying the customer behaviour as they serve as a basis for the rest of the user journey. This behaviour understanding lets you know your targeted audience better and helps in creating a more appealing product. 

2. Identify Touchpoints 

Touchpoints represent important interactions that happen between your mobile app and customers during a user journey. You need to group them chronologically to paint the complete picture of an average customer experience with your app. 

This helps marketing and customer service teams identify the touchpoints that are causing friction and need to be removed to enhance the customer experience. 

3. Building Persona  

A user persona is a fictional representation of your target audience and reflects their attributes and characteristics. To build your user persona, you need to research your target audience thoroughly. You can ask current customers for their feedback or create questionnaires to ask them the right questions to get relevant information and expand on your customer base. 

All in all, a user persona helps you in making user-centric approach in user journey mapping and in gaining better understanding of customer’s need and pain points. 

4. Gather Data and Make Changes 

Once your mobile app user journey map is in place, it is time to continually gather data and ascertain how customer move through your app. With the help of touchpoints and information gathering techniques, you can create a baseline data for your customer journey. By analysing this data, you can monitor the user journey, identify the potential gaps and make the necessary changes. 

Ultimately, the goal of user journey map is to implement user-centric approach to ensure smooth customer experience and to help in inducing brand loyalty.  

At Hashbrown Systems, we have a dedicated team of designers, application programmers, data scientists, and analysts. Click here to learn about our mobile application development services and app development solutions.