For better understanding, here are some examples of customer journey maps:
Future state
Unlike the current state CJM, the future customer journey map includes information about the company's vision for the direction of its business. This document can outline plans for change and highlight useful points for planning activities.
The Starbucks Future State CJM was designed by students at the Savannah College of Art and Design. It shows what the customer journey might look like given the evolving technology impact of COVID-19.
A day in the life
Does the business have an understanding of what a potential customer does during a typical day? This type of customer journey map is necessary to visualize the company's products in such a way that they fit into the traditional life of the target audience. In addition, this tool will help to understand the specifics of the client's interactions with other products, tasks and problems.
A map of a day in the life of a saudi arabia phone data customer, created by LEGO experts, shows the experience consumers have when flying to and from New York.
Service plan
What tools does your company use to move the buyer along the customer journey? The service plan is a map of the company's internal business processes. It contains information on all the hidden actions that need to be performed (recruitment, technology, regulations, etc.) to create a unique experience for the client.
Service plan
Source: shutterstock.com
There are several types of customer journey maps, but it is best to start with a description of the current state. This will provide a starting point for assessing the company's actual activities, identifying successful aspects, and identifying areas for improvement.
In the future, it is necessary to adapt the customer journey map in accordance with the new goals. After creating the CJM, when problematic points in the existing experience are identified, the next step can be implemented to eliminate these shortcomings. For example, an intelligent online chat can be implemented to help the user begin the first steps on the path to a purchase or other target action.
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