Customer Journey Mapping and Customer Development

Understanding how users interact with your product or service across every touchpoint is essential for building exceptional experiences. This course introduces the core principles of customer development and journey mapping to help you uncover customer needs and eliminate friction. You will learn how to turn user research into clear, structured journey maps that align business objectives with real customer expectations. What you'll learn: - Understand core customer experience terminology and foundational journey mapping principles - Conduct customer development research and analyze user feedback effectively - Build accurate customer personas and define lifecycle stages across digital touchpoints - Identify customer friction, emotional highs and lows, and moments of truth - Incorporate modern experience metrics and behavioral data into your journey maps - Translate map insights into prioritized product and service improvements You will start by learning key definitions and research frameworks before moving step-by-step through persona development, touchpoint analysis, and practical journey map design. This course is tailored for beginners, aspiring product managers, UX designers, and marketers with no prior journey mapping experience required. Begin reading today to turn customer insights into actionable experience strategies.