how to create a custom map in backcountry navigator

It's a matter of deciding what to test, then.

You can rank pages with ease and cost-effectiveness to incorporate changes. Start by prioritizing which pages or touchpoints should be addressed first. Where are people going to abandon purchases (and why)? Where are the significant areas of friction and frustration? You would also want to see areas where current systems are operating and find ways of improving them.Īsk yourself about the following questions:Īre my customers meeting their goals on my website?

It's time to pull together all the data (quantitative to qualitative) to look at the larger picture to find possible hurdles or pain points on the customer journey.

Identify if customers achieve their goals/pain points.

For example, a lousy check-in experience at a hotel can tarnish your entire stay. It also includes moments that happen offline/online, through marketing, in person, or on the phone.Some points of touch can have more effect than others. Sources of data to obtain the necessary information:Ĭustomer service emails or transcripts of support.Ī 'touchpoint' refers to the time that customer comes into contact with your brand – before, during, or after purchasing something. When you've created your customer persona, the next move is to dig a bit deeper and recognize what they want to do when they're on a consumer journey path.It can be the most crucial and, in some situations, the most challenging step when designing a customer journey map. People at various stages of purchase will behave differently and interact differently with your organization. Just remember that it's not enough to have a single buyer persona. The persona you define should give you a relatively decent idea of the process that customers are going through from their first interaction to their eventual purchase and subsequent communications. The first task is to recognize who your customers are. 2.1 How to Create A Customer Journey Map in General

How to create a custom map in backcountry navigator