Customer Journey Maps
We build a Customer Journey Map (CJM) — a visual map of the client's path: interaction stages, actions, thoughts, emotions and pains at each step, touchpoints and places where clients get lost. So you see the whole path and find what to improve. Honestly upfront: a CJM is an analysis tool based on real data (research 943), not guesses; it SHOWS problem areas but does not solve them or guarantee conversion growth; and it is a model/simplification of the path, not an exact picture of each client's behavior.
Customer Journey Maps — overview
A Customer Journey Map is a visualization of the client's path when interacting with your product/service: stages (from realizing a need to use and return), the user's actions at each stage, their goals, thoughts and emotions, pain points and barriers, touchpoints (site, support, social media etc.), and improvement opportunities. It helps see the experience as a whole rather than in separate pieces. Honestly about reliance on data, this is key: a useful CJM is built on real data (research 943, analytics, feedback), not the team's guesses about how clients 'probably' move. A map drawn 'from the head' cements assumptions and misleads. We build a CJM on data, and if there is none — we will honestly say research is needed first. Honestly about 'shows but does not solve': a CJM identifies WHERE in the path problems are and where clients get lost, but by itself it does not eliminate them — it is diagnostics and an opportunity map, and improvements then need to be implemented (and the effect verified). Seeing priorities ≠ automatically fixing them. Honestly about 'a model, not reality': a CJM simplifies and generalizes the path — real clients take different routes, different segments have different paths (sometimes separate maps are needed). It is a useful model for understanding, not an exact description of everyone. Honestly about 'no conversion guarantee': improving problem points raises the chance of a better experience, but conversion/sales growth must be verified, not guaranteed. Honestly about the effect: it gives a holistic experience picture and priorities for improvements, but it is an input for decisions, not a result. Honestly about access: path data (research/analytics) is needed. An important boundary: this is a CJM; research (the basis) — 943; personas — 944; JTBD — 945; service blueprint (internal processes) — 947. Picture this: instead of 'seeing only separate screens' — the whole client path with problem areas. The base price starts from 30,000 ₽ (assumes data exists).
Problems we solve
- Only a piece of the experience is visible, not the whole client path.
- It is unclear exactly where clients get lost and why.
- Touchpoints are not aligned, the path is disjointed.
- Decisions are made by separate screens, without the big picture.
What's included in the Customer Journey Maps service
- Visualization of client-path stages and touchpoints
- Actions, thoughts, emotions, pains at each stage
- Identifying places where clients get lost (drop-off)
- Improvement opportunities along the path
- Reliance on real data (943/analytics), not guesses
- Honest boundaries (shows, does not solve; a model; no conversion guarantee)
- A link with personas/JTBD (944/945) and service blueprint (947)
- Handover and review with you
What you get
- A holistic client-path map with problem areas
- Loss points and improvement opportunities are visible
- Priorities for improving the experience
- Honest boundaries (diagnostics; improvements — to implement and verify)
How the work goes: steps
- We take path data (943/analytics); collect stages and touchpoints
- We map actions/emotions/pains, identify drop-off and opportunities
- We hand over the map, honestly set boundaries (shows, does not solve) with you
Why PDV Expert
- Fixed price and timeline — no surprises on the invoice.
- Report and recommendations in plain language — clear without a technical background.
- In touch at every step and answering questions about the result.
FAQ
Will a CJM improve conversion by itself?
No, honestly: a CJM shows WHERE in the path problems are and where clients get lost, but by itself it does not eliminate them. It is diagnostics and an opportunity map — improvements then need implementing and their effect verifying. Seeing priorities ≠ automatically fixing them. And conversion growth after improvements must be confirmed by metrics, not guaranteed in advance. A CJM is a powerful input for decisions, not a result.
Can a CJM be drawn on our assumptions, without data?
Better not, honestly: a map 'from the head' cements the team's guesses about how clients 'probably' move and misleads. A useful CJM is built on real data (research 943, analytics, feedback). If there is no data, we will honestly advise collecting it first rather than drawing a pretty but invented map.
Does one map describe all clients?
Not exactly, honestly: a CJM is a model that simplifies and generalizes the path. Real clients take different routes, and different segments have different paths (sometimes separate maps per segment are needed). It is a useful model for understanding the experience as a whole, not an exact description of everyone's behavior. We honestly state for which segment/scenario the map is built.
About the provider
The «Customer Journey Maps» service is provided by PDV Expert — a team specialising in «Site quality». We work under contract and deliver a written report with recommendations.