Journey Mapping

Project: Mapping the Condo Buyer Journey

Overview:

This project involved creating a detailed customer journey map for a representative persona of our target condo buyer. The goal was to understand the emotional and practical experiences of this persona throughout the entire buying process, from initial awareness to post-purchase satisfaction. This map would then inform strategic decisions related to marketing, sales, and customer service, ultimately improving the overall customer experience and driving conversions.

Accomplishments:

- Persona Development:
I refined and solidified the persona, including their demographics, motivations, pain points, and goals related to condo purchasing.

- Comprehensive Journey Mapping:
I conducted thorough research, including interviews, surveys, and competitive analysis, to map the complete customer journey.
I identified key touchpoints, interactions, and emotions experienced by the buyer at each stage of the journey (awareness, consideration, decision, purchase, and post-purchase).
I visualized the journey map using Canva, creating a clear and actionable representation of the customer experience.

- Pain Point Identification & Opportunity Discovery:
I pinpointed critical pain points and friction areas within the journey, highlighting opportunities for improvement.
I identified moments of truth where the customer's perception of the brand could be significantly impacted.


Results:

- Enhanced Customer Understanding:
The journey map provided a shared understanding of the customer's perspective, leading to more empathetic and customer-centric decision-making.

- Improved Marketing & Sales Alignment:
The map highlighted opportunities to optimize marketing and sales efforts at each stage of the journey, resulting in more targeted and effective campaigns.

- Proactive Problem Solving:
By identifying pain points, the map enabled proactive problem-solving and the development of solutions to improve the customer experience.

- Increased Customer Satisfaction Potential:
By highlighting moments of truth, and focusing on the whole customer experience, the potential for increased customer satisfaction was improved.

- Strategic Recommendations:
The completed journey map was used to generate actionable recommendations for improvements to customer experience across all departments.


Skills Demonstrated:

- Customer Journey Mapping

- Persona Development

- User Research

- Data Analysis & Synthesis

- Visual Communication

- Stakeholder Management

- Strategic Thinking

- Empathy