The 5 Steps to Customer Journey Mapping

Summary: Journey maps combine two powerful instruments—storytelling and visualization—in order to help teams understand and address customer needs.

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The 5 Steps to Customer Journey Mapping

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The 5 Steps of Successful Customer Journey Mapping

Five key steps comprise a standardized framework for customer journey mapping that can be scaled to any scope or timeline.

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Kate Kaplan specializes in applying human-centered design and research practices to enterprise UX challenges. With over 15 years in UX, Kate has extensive experience in both conducting research and helping teams understand and apply user insights to overall business strategy.

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