nglishwoman Anne Boden decides to leave her secure what is a Customer Journey well-paid job as director of a large multinational bank to launch her own startup . Dissatisfied with the business model and the treatment given to customers in traditional banking, Anne Bodden hires a renowned consultancy and, together, designs the Customer Journey for the banking customers. In his journey map, Boden identifies several pain points that he believes no longer make sense in people’s lives and redesigns the entire customer journey with ideas for each of the problems he found.
What is a Customer Journey?
Customer Journey , or Consumer Journey, is the sequence of steps that a consumer takes when interacting with any company/brand . Whenever there is a sequence of events, steps, events or stages, there is a journey.
>Historically, we have called this journey mobile phone number data updated 2025 the Customer Journey , because the focus of experiences designed by companies has always been the consumer. However, we can use Journey Mapping for any type of stakeholder we are analyzing: consumers, partners, suppliers or even company employees ( Employee Journey Mapping is one of the main trends in journey mapping).
What is a Customer Journey for?
To build a Customer Journey (or any other) we use the famous journey maps, one of the main tools related to Design Thinking (a human-centered approach to innovation).
>Journey maps are empathy tools (the ability to put yourself in someone else’s shoes) and serve a number of purposes:
Organize and visualize in a single place a large amount of information (generally acquired in workshops, research, reports and other previous analyses.
>Diagnose pain points and opportunities for preparing to create an interface improvement (as Anne Boden did at Starling Bank and cited in the excellent book Banking on It – How I Disrupted an Industry
Imagine the future (redesign or create new journeys.
Attention point: each template
So the names of the fields change bosnia and herzegovina businesses directory from map to map. The important thing is not to get stuck on the names!
We can use this type of tool to ( re)design processes, experiences (digital and in-person), communication, strategies and even digital platforms! Therefore, Customer Journeys can benefit professionals from different areas, such as HR, Product, Innovation, Marketing and everyone who, in some way, wants to solve problems and improve experiences for other people.
