3.5: Research Customer Journey - Video Tutorials & Practice Problems

<v ->So let's talk about customer journeys.</v> Once we're able to empathize with the customers, we can follow the customer journey. Customer journey is an important technique in user analysis, in software development and product development overall. So what is it? A customer journey is a map. It's a visual representation of the process a customer or prospect goes through to achieve a goal, and usually it's specific to a product. So it's some sort of a diagram that illustrates step-by-step customer interaction with a specific product based on their need. This technique extends persona concept to show the interaction between a customer and the product. As Steve Jobs said, "You've got to start with the customer experience and work back towards the technology, not the other way around." Frequently, we are excited about our ideas without understanding enough about customer pain points and the problem they need us to solve for them. As we know from lean startup, we need to fall in love with the problem, not the solution that we identified. Customer journey technique is a great way for us to understand customer problems.