Back of the envelope Customer Journey Map at Shopify
App User Journey
This simple 2 axis visual is a linear customer journey map (one of many) that makes it possible to dissect conversion rate optimization and either create new features or mend existing ones to suit the user better. The green areas are drivers - or steps in the journey that drive customer satisfaction. The red areas are usually where one could innovate because they are steps or actions in the journey we don’t want them to perform.
Using this customer journey map to:
- Have a streamlined UX with the platform (to avoid confusion)
- Have the right Calls to Action for the workflows the app would enable
- Understand how a user would reach the app (through SEO, through the app store, etc) to drive awareness
- Evaluate pricing and drive onboarding