Trailhead Thoughts
“The buyer journey is nothing more than a series of questions that must be answered.”
- Michael Brenner
Trail Map - Learn. Think. Act. ™
How to Design for Customer Experience
📚Learn
Creating a great customer experience is like planning a roadtrip. Your customers start at Point A and want to reach Point Z. But instead of one giant leap, they need clear waypoints (B,C,D…) to help them progress smoothly.
Most teams make the mistake from starting at point A and building toward the end result. I’m going to challenge you to start with Z, and work backward.
Key Steps in Designing For Customer Experience
Identify where customers want to go (their definition of success.)
Work backward to pinpoint key steps needed to reach that goal.
Break those steps into smaller, actionable pieces.
Test, assess, and refine based on real data.
🤔Think
Ask yourself:
Where are my customers getting stuck?
Am I making it easy for my customers to move forward?
Where can I add friction or reduce friction to improve the experience?
Reflection Prompt: How can you provide guidance, inspiration, or a catalyst to help them take the next step?
💪 Act
Map out your customer’s journey. Identify critical waypoints.
Look for gaps - where do customers get stuck? How can i create smaller steps to inspire progress?
Implement small improvements and track how they impact progress.
Keep assessing: Are customers moving toward success efficiently?
When you design with the customers journey in mind, they’ll not only succeed, they’ll stay, engage, and refer others!
