A user journey is best described as the series of steps that an app user is most likely going to follow to perform an action. Such actions could be to purchase a product or patronize your service.
Regardless of what kind of business you do with your business application; whether you’re offering services or pitching your brand’s products, your main objective would be to attract more customers and ensure that they don’t struggle with finding anything in your app.
How do you deliver such prudent experience on your app?
In very simple words, a user’s journey experience demonstrates how clients interact with your app. As a business owner seeking to rank higher and give your competitors a run for their money, you must be able to make user’s navigation easy and fast.
This is where you engage the services of a UX specialist to analyze the user journey framework! Analyzing the framework/structure helps you understand and effectively produce a profitable journey map.
The customer journey map serves as a blueprint/visual representation, showing all the paths and activities of users on your app and how convenient it was for them to achieve their goal.
A simple customer journey map will give a visual account or history of a customer’s experience at a glance. This is especially important for purposes of optimization and improving on the quality of services you render.
The ideal customer journey map UX will captivate the customer from the first point of engagement and keep them fascinated until they perform the desired action (like converting into sales) and remain in touch with your brand afterward for lasting relationships.
This way, you can pitch sales to them, market your products, get them to follow your social media channels for regular updates, and even make referrals!
So, how do you analyze UX journey in your app?
To sufficiently analyze a user journey map, there are factors you must consider. These factors will serve as a guide to define your objectives (like understanding the persona of the customer and finding any gaps in the funnel.
Defining the user’s objectives
This helps you to understand the reason why they are visiting your app (motivation), the channels that lead them to the app, their actions (the steps they took) while on the app, and the challenges they had in performing an action – navigation and making purchases.
Create a realistic customer persona
Creating a customer persona involves some research. You need to play the role of the customer and ask questions that will help you map out a better UX journey map.
Some relevant questions would be
- How did the user(s) hear about your company?
- What attracted them to our app
- What problems can you solve for them
- How was their interaction with the app? Was it easy to navigate, and how can you improve on your services or products?
These are pointers on how to gain a better understanding of the user.
Identify Users’ Action, Mindset & Emotions
Have a list of actions taken by the customers and understand the level of engagement they had with your app.
Also, take into consideration their thoughts, the information they need at different stages of interacting with your app, and their emotions from the outcome of their search (if they are delighted or frustrated).
Have it at the back of your mind that a lesser number of steps or actions offer a higher conversion rate.
A simple customer journey map should be unambiguous and easy to follow
While analyzing your user journey map, you want to have an idea of what touchpoints are available and how they are influencing the decision of the customer.
Having an understanding of what touchpoints are being used or not helps in creating an efficient user experience map.
Having a reliable and robust user experience map will help you identify more opportunities that are beneficial to the growth and expansion of your company or business.
Investing in user journey UX will boost your portfolio and ramp up profit margin from high conversions. Ultimately, a successful UX journey map will propel app optimization and increase your brand’s visibility and coverage.
Having seen how a functional user journey UX can influence the growth of your business, take action, and talk to a mobile app specialist.