Customer journey
The customer journey is the path a person takes in their relationship with an organisation to achieve a goal
What it means, how it is used and where it comes up, with its related concepts.
What it is and how it works
It can include searching, comparing, signing up, using and getting support, with progress and setbacks across channels. Studying it identifies needs, expectations and friction. The customer journey map is the representation of that journey, built for a specific audience and context.