Experience Mapping
Definition
Experience Mapping is the process of visualizing the entire journey a customer goes through when interacting with a brand, from initial contact to final purchase (and beyond). It highlights key touchpoints, pain points, and opportunities for improvement to enhance the overall customer experience.
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Translation
The business version of putting yourself in the customer’s shoes—mapping out every step they take with your brand so you can figure out where things go right, or more importantly, where they go wrong.