WEBVTT

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Does your customer journey begin at the homepage?

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People can take steps before and after their website visit.

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Map the task from the customer perspective.
6 journey-mapping checks.

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Start with the real need
Describe the outcome the person is trying to achieve.
Customer need · Intended outcome · Research evidence

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Include earlier steps
Search, recommendations or an offline conversation may lead to the website.
First trigger · Information search · Route to the site

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Map the website task
Show the information and actions needed to make progress.
Relevant content · Decision point · Useful action

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Follow what happens next
An enquiry, reply or appointment may continue outside the website.
Submitted enquiry · Business response · Next customer step

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Mark points of difficulty
Record confusing handovers, repeated information and dead ends.
Customer confusion · Repeated work · Missing connection

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Check the map with evidence
Different people may follow different routes through the task.
Research findings · Different journeys · Priority improvement

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Your checklist
Start with the real need · Include earlier steps · Map the website task · Follow what happens next · Mark points of difficulty · Check the map with evidence

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Use the map to choose a practical improvement to test.
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