You have a good product or service. Your clients are coming to you. However, some of them do not complete the purchase, do not return or remain dissatisfied even though you are doing everything right.
In practice, the problem is very often not in the offer, but in how the user Experience the way through your business. This is where it helps User Path Folder (Customer Journey Map).
What is a User Path Folder?
The User Path Map is a visual representation of all the steps that the user goes through in contact with your business, from the first knowledge for you to cooperation, use of the service and re-purchase.
It allows you to stop looking at the business only from your perspective and to clearly see how the user thinks, feels and decides at every step.
In other words, the folder answers the question “What does my business look like from my customer's shoes?’
What's being mapped?
When creating a user path map, four key things are considered:
1. Phases of the user's path
- how the user hears about you for the first time
- how to request information
- How it makes a decision
- how it uses your service
- What happens after the end of the collaboration
2. Touchpoints
- website
- social networks
- Email, phone call
- offer, account, follow-up message
- customer support
3. Expectations and emotions of users
- what the user expects
- which is obscure or confusing to him
- where he feels safe and where he feels frustrated
4. Problems and Opportunities
- where users give up
- where they lose their trust
- where there is an opportunity for improvement brought about by a concrete business result
Why is the user path map important and why do we make it at the workshop?
User Path Map helps you view your business From the perspective of the user and identify where you lose opportunities and where you can easily improve your experience and customer satisfaction. It often turns out that small changes in communication or process have a great impact on trust, loyalty and re-purchase.
The user path map is not a theoretical document, but working tool. That is why we make it at the workshop, with professional guidance and a structured process Klara Frančišković, Customer Experience Advisor helping self-employed, micro and small entrepreneurs identify values important for building a business and creating loyal customers.
At the workshop you will learn:
- create a unique user journey that cannot be easily copied by your competitors;
- integrate emotions into every step of your sales process,
- identify the unspoken needs of the user,
- establish a feedback system that turns criticism into growth opportunities.
The workshop is designed as a practical work, without complicated methodology and abstract theory. At the end of the workshop, you come out with a ready-made map of the user path and a clearer understanding of what you can improve in your business, immediately and without major investments.
Information and applications
TERMIN 1
- Friday 27 February at 2 p.m.
- Applications are closed
TERMIN 2
- Friday 6 March at 2 p.m.
- Applications are received here
The workshop was organized in cooperation with Eduza.hr.
