Where do the most common complaints and claims occur?

[nishat@264]

For the user journey map, you should definitely draw on real experiences of your users. You can obtain these, for example, by asking specific questions of your customers, using surveys or by looking at your reviews. It can be particularly interesting to look at the topics that often appear in negative reviews.

list of individual steps
Based on all the information you have gathered so far, you now list all the individual steps of the user journey. This begins with the first thought and leads to a final action (e.g. a purchase). Ideally, you should list the individual steps in the form of a timeline from left to right. Remember to map out all the touchpoints with your brand, your company and your product or service. Also address potential changes in your customer's thoughts and goals at each step.

concretization
You can now use the first list to specify japan whatsapp data the individual processes within the overall process. Ask yourself questions like:

Which steps are user-friendly, intuitively understandable and associated with high customer satisfaction?
At what point is the customer likely to be frustrated because there is clearly potential for optimization?
What thoughts accompany the user during the individual steps in the user journey?
How can our company react to these thoughts (keyword: possible measures)?

testing of potentials
Now it's time to discover and leverage the potential that a user journey map is likely to reveal. Perhaps a single step during the user journey is too complex or time-consuming and can be shortened by an automated process. Perhaps important information is missing at certain points, such as the estimated delivery time. Or you find a weak point, such as a server that responds too slowly, which often causes customers to cancel the ordering process.

implementation of ideas
The optimization potential that you have collected via the user journey map can now lead to detailed measures. This could, for example, be the optimization of website texts or the adjustment of server speed through new purchases.