The user journey focuses on the experience of a specific user with a certain product or service. It concentrates on a single digital channel and defines how users interact with it. Only the touchpoints and interactions that are specifically related to the process that the current user is going through are taken into account. A single channel and a specific moment of contact are considered.
The customer journey, on the other hand, is about the entire experience that a prospective customer has with your company's offering. It takes into account all interaction points that a customer has with your company - from the first contact to support after the first purchase. While the user journey only looks at digital channels, the customer journey includes both digital and physical channels. In addition, the customer journey focuses less on a specific user and more on general website visitors or entire groups.
In summary, the user journey is responsible iceland whatsapp data for the maximum understanding of an individual customer journey, while the customer journey is more superficial and broader. The customer experience as a whole has a higher priority in the customer journey than the experience of individual customers.
Below we will take a closer look at the user journey. This is relevant in almost all industries where companies interact with customers. It does not matter whether the contact is direct or indirect.
A possible user journey begins, for example, with the desire for a new technical device for the home. The user will probably now use a search engine to find suitable providers or ask friends for recommendations. In the best case scenario, they will end up on your website where they can buy the device they are looking for. There are usually several potential products that are suitable. In order to make an informed purchase decision, the user may check the price, look at the technical details or refer to the reviews of other customers.
Once the customer has weighed up the pros and cons and selected a product and put it in the shopping cart, the actual purchase process begins. Here the user can usually choose between different payment options. Some shops also offer the option of choosing a shipping service provider.