Customer Journey Map
Goal: Understand the delights and pain points in a customer’s journey through the stages of Awareness, Engagement, Onboarding, Active Customer, Issue Resolution, and Retention.
My Role: I researched and interviewed customers, gathering information on their experience with the company. The data collected was comprised of actions, emotional intensity, and touchpoint. I analyzed the data and designed the diagram to show Opportunities for Improvement, Points of Pain, and Points of Delight.