Flashcards on UX Design and Customer Journey Mapping
UX Design & Customer Journey Mapping: A Student's Guide
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Customer Journey
20 cards
Card 1
Question: What is a Customer Journey Map (CJM)?
Answer: A visual representation of a customer's experience that captures potential touchpoints occurring before and after buying a product/service.
Card 2
Question: What is a touchpoint in the context of a customer journey?
Answer: A point of interaction between the customer and the company (e.g., a search, sign up, account creation, using the product).
Card 3
Question: List four main uses of Customer Journey Maps.
Answer: Understand the customer's perspective; target customers more closely; design a better user experience; improve customer service.
Card 4
Question: In the example of an online grocery store, what are typical customer activities during the Awareness stage?
Answer: Hearing from friends, seeing offline or online ads, reading newspapers.
Card 5
Question: What is the customer's goal during the Consideration stage in the online grocery example?
Answer: To compare and evaluate alternatives and find the best solution to buy food.
Card 6
Question: What are common touchpoints during the Consideration stage for the online grocery example?
Answer: Word of mouth, website, brick-and-mortar store, social media.
Card 7
Question: What customer activities occur in the Decision stage for the online grocery example?
Answer: Adding groceries to a shopping cart and making an order.
Card 8
Question: What touchpoints are listed for the Decision stage in the online grocery example?
Answer: Website, app, order confirmation email.
Card 9
Question: What business goal is associated with the Awareness stage in the online grocery example?
Answer: Make people interested and curious.
Card 10
Question: What business goal is associated with the Decision stage in the online grocery example?
Answer: Increase online sales and conversion rate; increase shopping cart value & conversion rate.