User Journey Mapping: A SaaS Guide to Building Customer-Centric Experiences

A user journey map is a visual representation of events a user experiences when exploring a product, including their pain points, emotions, and motivations. It differs from customer journey mapping as it focuses solely on the 'voyage' someone takes within your product, depicting various user scenarios they go through when navigating your product. User journey maps are crucial for SaaS businesses to identify chameleon-like solutions that cater to different users and help create a user flow and onboarding strategy that keeps people happy, engaged, and loyal to the software. The benefits of user journey mapping include uniting teams on shared goals, conveying problem areas in a digestible way, provoking cross-team collaboration and communication, increasing CLTV, reducing churn, and enhancing feature adoption. To create an effective user journey map, conduct research, create user personas, identify touchpoints, build the user's story, and visualize it into a map.