22
Chapter
Heart Journey
Describe the optimal customer journey and user experience with a Journey Map and discover the Moments of Truth.
Summary
As part of any customer-centric product, journey maps are the most used tool to discover the WOW and WTF moments your users are having and empathise with your audience. In this chapter you will learn the process of building a journey map and how you can turn this into your navigational tool to understand your customers’ experience.
Tags 
Practices Explained 
Journey Maps
WOW Moments
WTF Moments
Moments of Truth
Practices Mentioned 
Customer Interviews
Site Visits
Extras 
Coming Soon!
Downloads 
Chapter 22 Illustrations
Recommended Tools 
Customer empathy map
Customer Journey Map
Customer Journey Mapping Template to Identify Marketing Gaps
How to Make an Effective Customer Journey Map The Best Way
How to Create an Effective Customer Journey Map [Examples + Template]
Recommended Books 
The Inmates Are Running the Asylum: Why High Tech Products Drive Us Crazy and How to Restore the Sanity by Alan Cooper
The User’s Journey: Storymapping Products That People Love by Donna Lichaw
What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint by Nicholas J. Webb
Recommended Articles 
How to Map a Customer Journey in Ecommerce: The Data Behind Consumer Psychology and Experience
Customer Journey Mapping: Everything You Need to Know
What Is Customer Journey Mapping and How to Start?
How to Create a Customer Journey Map
7 Tips to Get Started with Customer Journey Mapping
Customer Journey Mapping (CJM)
Six Steps to Creating The Complete Customer Journey Maps
Nine sample customer journey maps – and what we can learn from them
How to Create a Customer Journey Map
Six Steps to Creating The Complete Customer Journey Maps
A beginner’s guide to user journey mapping
Identify the moments of truth in your customer journey
