Customers mapping refers to the establishment of various steps of customer interactions with a company’s product or service. Customer Journey Maps (CMJ) are essential for designing and marketing departments as the CJMs enables tailoring of goods and services towards fitting the needs of the consumer. To be able to understand the Customer Journey Mapping, analysis of a customer journey of someone willing to buy a phone is necessary.
For a person who wants to buy a mobile phone, the basic timeline is product awareness, research, purchase, and out-of-the-box experience. All the four stages are attached to; various activities that occur, motivations, questions, and possible barriers. In creating awareness stage, the events that are involved are; seeing an advertisement of a particular phone on the television. The motivators in this stage will be the realization that the phone is better than what they have. An example of a question that may arise is if the phone will meet the specific needs and the barriers may be the failure to meet the requirements of an individual.
In the Research stage, the activity that is conducted is to search the phone on the internet; the motivator is the realization that the phone will serve the individual’s needs; questions that may arise are if the spare parts of the phone are available. The possible barriers may be the lack of enough information conveyed. In the purchase stage, the individual will visit the nearest phone shop and go to the retailer; the motivator will be the excellent reception of the seller; questions that may arise are if the credibility of the shop store can be ascertained and the barriers to purchase maybe poor customer service.
In the last stage of out of the box experience, the customer is usually preparing themselves for the new technology. For a person purchasing a phone, the activities will be removing of packaging as well as switching on of the phone; the motivators will be the eye-appealing nature of the phone features, the questions that may arise are the if there will be necessary assistance In using the phone and the barriers may be complexity in the usage of the mobile phone.