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Customer Journey
What is Customer Journey?
The Customer Journey maps the various Touchpoints a user has with a company's website and marketing materials. For B2B/SaaS, the journey typically includes: awareness, consideration, and decision.
Why the Customer Journey Matters in Design Strategy?
Designing a website based on the Customer Journey ensures that the right content and the right CTA are presented at the right time.
- Improved Conversion: Understanding the user's intent at each stage allows for the optimization of specific Landing Pages to guide them smoothly to the next step.
- Reduced Friction: It highlights potential points of friction, which are then addressed during the UX Audit to improve the overall User Flow.
- Personalization: Allows for tailored messaging (Copywriting) and dynamic content based on the user's stage in the journey.
Example from Flowtrix Projects
Flowtrix begins every strategic Revamp by mapping the ideal Customer Journey for the client's key User Persona. We then design the site's Information Architecture and content structure to perfectly support this journey. For example, a visitor in the 'Awareness' phase is guided to educational Gated Content, while a 'Decision' phase visitor is immediately presented with a prominent, high-converting demo CTA.
Categories:
Strategy
User Experience
Marketing
Related Terms:
Master Webflow.
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