Overview
Most customer journey maps are fiction. Teams create journey maps in workshops based on assumptions about how customers behave, then discover the actual journey is completely different when they look at the data.
The Customer Journey Mapping Framework builds journey maps from actual user behavior data — identifying where customers drop off, where they get stuck, and where friction prevents conversion. The output is a data-driven journey map with quantified friction points and prioritized optimization opportunities.
What you get: - Journey stage definition with entry/exit criteria - Touchpoint inventory and channel mapping - Drop-off analysis with quantified conversion rates per stage - Friction point identification with severity scoring - Optimization recommendations prioritized by impact - Success metrics and A/B testing methodology
Built for: product teams, CX teams, and growth teams who need to optimize customer journeys based on data — not assumptions from workshop exercises.