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A lovely triple: Customer Journey Maps (CJMs), Jobs to Be Done (JTBD), and Segmentation Frameworks
Creating customer journey maps (CJMs), understanding the Jobs to Be Done (JTBD) framework, and using segmentation frameworks are one of the must-have tools for designing user-centered products and services.
These methodologies help designers uncover user needs, motivations, and behaviors, leading to more targeted and successful outcomes. Using them together creates a powerful, holistic approach. Each tool provides unique insights into the customer and user experience, but when combined, they enable teams to design more targeted, user-centered solutions that drive engagement, satisfaction, and business success.
🟢 Customer Journey Maps (CJMs)
A Customer Journey Map (CJM) is a visual representation of the steps a customer goes through when interacting with a product, service, or brand. It typically covers the entire lifecycle from the first interaction to long-term engagement, highlighting touchpoints, emotions, pain points, and opportunities for improvement.
How to Create a Customer Journey Map
1️⃣ Define the Scope
If you’re mapping the journey for an e-commerce platform, decide if you want to…
