User journey mapping: Your ultimate guide

When a person uses your site, you want to take them on an informative and engaging journey to purchasing your product or service. A journey means that there are several steps that the user has to take along the path to reach an end goal. If you don’t help guide them from one step to the next, they may abandon the journey altogether.

By considering the user journey for your company’s site design, you can make sure that your website is as optimized, engaging and user friendly as possible. The goal of a user journey map is to help you visualize the path that a potential or current customer goes through to reach your end goal, which is to not only gain revenue from them but also have them return in the future.

We’ve created a guide to give you the rundown on the ins and outs of user journey mapping. We’ll talk about what you need to know about a user journey as well as how to map it out. We’ll also discuss how BURG+CO. can help you through the user journey mapping process.

What is a user journey?

A user journey is essentially the experience that a person has with your company, from beginning to end. Understanding the user journey can play a large role in your digital marketing and website design strategies. 

The aspects of a user journey may vary depending on the circumstances and requirements of your particular product or service. The journey often narrows down to five key milestones:

  • Awareness — How the customer learned about your business, whether through word of mouth or marketing efforts.
  • Consideration — The customer learning about your company and how you can bring them value, usually by exploring your website.
  • Decision — The customer making a decision to further their relationship with your business, whether that be by purchasing your product or making an appointment for your service.
  • Service — The customer’s experience with your product or service, including delivery and customer service.
  • Loyalty — Retaining the customer so they return in the future for more purchases as well as referring you to other potential customers. 

How to create a user journey map

A user journey map is a visual representation of the milestones we listed above. By creating a map as a resource, your team can gain a better understanding of what goes into acquiring and retaining a customer. It’s especially important for your website design team, as the user journey usually pertains to how every step is completed through your site.

There are many templates available, such as Canva, that can help you make a user journey map. A flowchart or a diagram is often an effective way to display the map, but there are many ways that you can approach it. Each step should include a list of factors that contribute to its success so that your team can create the right strategies to support the necessary actions. For example, the consideration step often includes informative content on your site, a comprehensive FAQ page and testimonials from loyal customers.

Creating a user journey map for your website can help your company in a variety of ways, including:

  • Recognizing when additional contact is necessary to prevent customer loss.
  • Improving flow from when a user enters a site to converting into a customer.
  • Addressing common pain points for users.
  • Increasing overall user experience.
  • Improving personalization for the user needs and online behaviors.
  • Gathering data to back up strategic decisions.

At BURG+CO., our website design and management services will help you develop and utilize a user journey map that’s personalized for your customers. We want to make sure that users are guided throughout their journey on your website to becoming lifelong customers by feeling informed and confident about purchasing with you.

Want to attract and retain customers to your website with user journey mapping? BURG+CO. can help

Increasing traffic to your website plays a role in increasing conversions and leading to new clients. However, it’s difficult to attract visitors to your site when you don’t know what to do. Fortunately, this is what we specialize in at BURG+CO.

Our team has years of experience in helping businesses improve their digital presence to attract new leads and retain existing ones. If you’re looking to perform better in search engine results and attract more visitors to your site, we’re ready to talk to you to see how we can help. Contact our team today for more information about digital marketing or to schedule a complimentary consultation.

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