II.
Responsibility overview
Reference · liveresponsibility:customer-journey-mapping
Customer Journey Mapping overview
Documenting and analyzing the end-to-end experience customers have across all touchpoints and channels, from initial awareness through purchase, onboarding, and retention. Identifying friction points, emotional highs and lows, and improvement opportunities that inform product, marketing, and service design.
Attributes
displayName
Customer Journey Mapping
description
Documenting and analyzing the end-to-end experience customers have across all
touchpoints and channels, from initial awareness through purchase, onboarding,
and retention. Identifying friction points, emotional highs and lows, and
improvement opportunities that inform product, marketing, and service design.
cadence
quarterly
Outgoing edges
None.
Incoming edges
holds_responsibility4
- role:content-strategist·RoleContent Strategist
- role:ux-writer·RoleUX Writer
- role:information-architect·RoleInformation Architect
- role:customer-experience-manager·RoleCustomer Experience Manager
triggers_responsibility2
- workflow:customer-journey-optimization·WorkflowCustomer Journey Optimization
- workflow:user-feedback-loop·WorkflowUser Feedback Loop