The customer journey map is a must-have for any organization. It's a structured list of all the steps in their process that people would go through to get to buy your product. It's also the starting point of your customer research journey, and it will help you uncover information about how people interact with your products (the right way). Before you ever start doing user testing, having a good understanding of the customer journey is mandatory.
A customer journey map will shed light on where your customers are currently stumbling and can help you identify opportunities to improve the state of your current product.
Closely following and monitoring all stages of the customer journey is crucial, especially when it comes to mobile applications. You need to find out what stages are relevant for your customers, what steps they will go through in their process as they interact with your application on a daily basis.
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