By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.

Privacy Preference Center

When you visit websites, they may store or retrieve data in your browser. This storage is often necessary for the basic functionality of the website. The storage may be used for marketing, analytics, and personalization of the site, such as storing your preferences. Privacy is important to us, so you have the option of disabling certain types of storage that may not be necessary for the basic functioning of the website. Blocking categories may impact your experience on the website.

Reject all cookies Allow all cookies

Manage Consent Preferences by Category

Essential

Always Active

These items are required to enable basic website functionality.

Marketing

Essential

These items are used to deliver advertising that is more relevant to you and your interests. They may also be used to limit the number of times you see an advertisement and measure the effectiveness of advertising campaigns. Advertising networks usually place them with the website operator’s permission.

Personalization

Essential

These items allow the website to remember choices you make (such as your user name, language, or the region you are in) and provide enhanced, more personal features. For example, a website may provide you with local weather reports or traffic news by storing data about your current location.

Analytics

Essential

These items help the website operator understand how its website performs, how visitors interact with the site, and whether there may be technical issues. This storage type usually doesn’t collect information that identifies a visitor.

Confirm my preferences and close

7 things to Improve your Customer Experience

For each user journey, ask yourself these questions along the way:

Who is my persona in this particular user journey and what is their primary goal? (And how does it align with my business goals?)

What is their context? (What’s their physical environment? What device are they using? What functionality does their device have?)

What is their initial emotional state? (Annoyed? Curious? Excited? Anxious?)

How does each step of the process guide them to the next step?

Is the next step I offer what my visitor expects to see?

What are the friction points–or points of possible confusion–in every step?

How can any ambiguity be clarified? How can I get users past their hesitation?

Are they getting the information they need in each of these steps? Is any of these steps ultimately unnecessary?

Can they see the light at the end of their “task tunnel”?

Download the FULL guide to Improving CX with User Journey Mapping