Why you should build a customer journey map

Qiao Huang
Segment Design + Research
5 min readJun 24, 2021

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As a Senior Product Designer at Segment, I recently workshopped with my teammates to build a customer journey map. I wanted to share my experience and the impact I saw it have on our team.

A customer journey map is a visualization of the process that a user goes through in order to accomplish a goal. In a team/ organization, the maps are typically used for —

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Qiao Huang
Segment Design + Research

I write about design methodologies + product thinking. Taiwanese expat in SF, artist, tea lover.