Creating a Customer Journey Map – a Beginners Guide

by | Jun 9, 2023 | User Experience Design | 0 comments


A customer journey map is a visual representation of the steps a customer takes as they interact with your mobile app. It can be used to understand the customer’s needs, pain points, and motivations, and to identify opportunities to improve the customer experience.

Customer journey maps are an essential tool for mobile app designers. It is an important step in User Experience Design. They can help you to:

What are the Steps Involved in Creating a Customer Journey Map?

The steps involved in creating a customer journey map are:

  1. Understand your audience. The first step is to understand your audience. Who are your target customers? What are their needs and wants? What are their pain points?
  2. Gather data. Once you have a good understanding of your audience, you need to gather data about their interactions with your mobile app. This data can be gathered through surveys, interviews, and user testing.
  3. Analyze user behavior. Once you have gathered data, you need to analyze it to identify patterns and trends. This will help you to understand how users are using your mobile app and where they are experiencing friction.
  4. Identify touch points and touch point interactions. A touch point is any interaction a customer has with your mobile app. Touchpoints can include things like:
    • Opening the app
    • Searching for information
    • Making a purchase
    • Leaving a review

Touchpoint interactions are the actions that customers take during a touchpoint. For example, a customer might search for information by typing a keyword into the search bar.

  1. Visualize the journey. Once you have identified the touch points and touchpoint interactions, you can visualize the customer journey. This can be done by creating a customer journey map. A customer journey map is a visual representation of the customer’s journey from start to finish.
  2. Test and refine your customer journey map. Once you have created your customer journey map, you need to test it and refine it. This can be done by sharing it with your team and getting their feedback. You can also use it to test new features and changes to your mobile app.


Creating a customer journey map is an essential step in designing a successful mobile app. By following the steps outlined in this blog post, you can create a customer journey map that will help you to understand your audience, identify areas where the customer experience can be improved, and make informed decisions about the design and development of your mobile app.

Here are some additional tips for creating a customer journey map:

  • Keep it simple. A customer journey map should be easy to understand and follow.
  • Be specific. When you are identifying touchpoints and touchpoint interactions, be as specific as possible. This will help you to identify opportunities for improvement.
  • Be collaborative. Create your customer journey map with input from your team, stakeholders, and users.
  • Keep it up to date. As your mobile app evolves, so should your customer journey map. Make sure to update it regularly to reflect changes in user behavior and the mobile app landscape.