The Importance of Journey Mapping in Impactful UX Design

There’s no denying that the COVID-19 pandemic forced many businesses to adapt to digitization just to keep their business afloat. As more customers make a shift to online portals, the importance of efficient, meaningful, and seamless user experience (UX) design cannot be overstated. Customers who often visit websites or apps; demand a unified experience that offers a memorable buying journey and this is one of the most important aspects resulting in long-term customer loyalty.

Realizing the key role of design, many brands approach professional agencies to provide them with comprehensive UX design and strategy services focusing on providing the customer with a hassle-free journey. In a report published by Salesforce, more than 80% of customers said that they consider the buying experience to be equally important as the quality of the products.

What is Customer Journey Mapping?

The main reason behind businesses approaching UX designing service agencies is to elevate the design of their upcoming or already launched online portal. A customer journey map is an in-depth visualization of the various touchpoints that the user has to go through while making the buying decision. This is a fundamental UX design practice that helps the product stakeholders to get into the shoes of the user and understand the pain-points and possible hurdles that can be solved by virtue of a thoughtful UX design and strategy. Visitors can land on your website from multiple sources such as social media channels, digital advertisements, Google search, word of mouth, etc.

Overwhelmingly, more than 70 percent of buyers prefer an omnichannel, connected experience that ensures a hassle-free, swift buying journey for the visitor. Since bad user-experiences can have a direct effect on the revenue, many business owners have high expectations from the UX design service agency to understand the persona of the user and predict what the customer desires to do after every touchpoint of the website, mobile application.

Providing a Personalized Customer Experience

One of the primary aspects of an agency providing UX strategy services focuses on understanding what encourages the user to complete the purchase and defining the UX design psychology of the product. Creating different ‘personas’ of potential visitors/buyers enables the UX design services provider to offer a personalized Customer Experience design for the user journey that perfectly complements the user’s expectations. Over 84% of people think that being treated as a human being rather than a consumer number, while interacting with the shopping portal plays a key role in their loyalty towards a particular brand.

Business Impact of Thoughtful Customer Journey Mapping  

There are various business benefits of engaging in orchestrating a thoughtful UX design and strategy and that is one of the reasons why some businesses grab a large part of the market share despite stiff competition.

• Lead Conversion: Ensuring every (or most of the visitors) turn into buyers is a critical success factor for any business and leveraging the domain expertise of an agency providing UX design strategy services can thus ensure better revenue projections right away.

• Reduced Development cost: Every product manager understands that fixing an issue with the product during the UX design stage is much cheaper than doing it post-launch.

• Enhanced Customer Loyalty: In a market where staying ahead of the competitor's business is getting harder, the value of a returning customer that stays loyal to your brand is more important than ever before. Ensuring a seamless User Experience thus has a lasting impact on the buyer and boosts the chances of customer loyalty.