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What is Customer Journey Analytics?

Some people think something is real only when you can apply metrics to it.

“Customer journey analytics is the weaving together of every touchpoint that a customer interacts with, across multiple channels and over time. It connects millions of events into journeys from your customers’ point of view and is a data-driven approach to discovering, analyzing and influencing your customers’ journeys.”

Steve Offsey a.k.a. /steveoffsey | @MarketBuildr ~ Pointillist courtesy of @rvdhr

Journey Maps: Not the end of the story

Have we found another silver bullet for UCD? And remember, the map is not the terrain.

“Journey maps have been around for the better part of a decade – some would argue longer – but it’s really only in the last three or four years that they’ve come into more common use, and more strategists are advocating their use as a framework for improving the customer experience. Without getting into the specifics of what a journey map is or isn’t in this column – there’s no shortage of material on the subject – suffice it to say that many in our field, including me, strongly believe in the potential of journey mapping for helping companies to achieve human-centric business transformations.”

(Ronnie Battista ~ UXmatters)

Considering the consideration funnel

See, business is getting hold on design.

“The transaction funnel. The moment you hope a customer is sure enough of what they’re buying that they’ll go through all the necessary steps to complete the purchase. We work to reduce friction, hoping to improve the rate at which people starting down the funnel complete it. We’ve come a long way in understanding the science of the funnel and the factors that affect someone’s likelihood for completing the transaction.”

(Chris Risdon a.k.a. @chrisrisdon ~ Adaptive Path)

Service Design: Beyond Customer Journey Mapping

Everything you can design, you can model and depict.

“Often, Service Design approaches can ask too much of an organization too soon. The difficulty is how to implement the opportunities uncovered from customer journey mapping. We recognize that companies work in silos and don’t change quickly. We’ve come up with ways to guide organizations through prioritized decision-making that will result in a meaningful change to the customer experience. This webinar will focus on sharing consulting experiences and thoughts on how organizations can adopt Service Design in a manner that focuses effort and drives measurable business outcomes which work within existing organizational structures.”

(User Centric)

Illustrating the Big Picture: Journeys, Experiences and Interactions

The journey is the reward for experience designers.

“Journey models are emerging as a welcome and valuable refresh of some old and new tools in our UX arsenal. They are not just another deliverable for your checklist; they’re a valuable method for digging deep into problems of long-term engagement, cultivating empathy, and establishing a problem space in which to generate and test ideas. Their output can serve as a backbone for strategic recommendations and more tactical initiatives. Form and function can vary widely depending on the project and stakeholder needs, but at their core, journey models are stories that focus on the meaningful relationships between individuals and organizations, and highlight opportunities to build a better future.”

(Megan Grocki a.k.a. @megangrocki and Jamie Thomson a.k.a. @uxjam ~ UX Magazine)