A Dive Into Data To Understand Your Customer Journey

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Extract Insights From Your Data To Discover Your Customer’s Experience. Weave Your Data Into Powerful Stories To Advocate For Your Users. @UXDiane

Weave your
data into
powerful
stories that
advocate for
your users.
IGNITE 2016 @UXDiane

IGNITE 2016 @UXDiane
Oh look, he’s
married!

And he moved from Pittsburg
to San Francisco three weeks ago.
IGNITE 2016 @UXDiane

I like it I don’t lik e
it so much.
I like it
again!
My customer loves me!
IGNITE 2016 @UXDiane
He loves me not.
He loves me!

Customer Journey Map
by Radarstation for OGT
IGNITE 2016 @UXDiane
Touchpoints

Where Do You Start?
IGNITE 2016 @UXDiane

Start with Goals
The customer-centered data you dive
into must be put into a frame.
The goals are your frame.
IGNITE 2016 @UXDiane

Rail Europe Customer Experience Map
by Adaptive Path
IGNITE 2016 @UXDiane
Goals

IGNITE 2016 @UXDiane
Step One--Goals

IGNITE 2016 @UXDiane
Doing
Thinking
Feeling

Persona
IGNITE 2016 @UXDiane

IGNITE 2016 @UXDiane
Persona Building Blocks

Ask for Database, Marketing, and
Customer Service data points
IGNITE 2016 @UXDiane

IGNITE 2016 @UXDiane
Your Customer’s Journey
may be Circular.

One Thought per Sticky Note
IGNITE 2016 @UXDiane

Performance and Improvement Map
from B2B International
IGNITE 2016 @UXDiane

Analytics
IGNITE 2016 @UXDiane
Hubspot Database
Google Analytics

Shared Insights create a
Shared Understanding
IGNITE 2016 @UXDiane

The Customer Journey Map Facilitates
• Real Empathy for the Customer
• Understanding the Problem
• Envisioning the End State—Victory for the
Customer!
• Uncovering Opportunities for Innovation
• Enhancing Product Quality
IGNITE 2016 @UXDiane

IGNITE 2016 @UXDiane
Take the Dive into the Ocean of Data
Rich Insights Await

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