how to guide the User through your website perfectly – Generating empathy in users is a differential advantage that more and more brands want to conquer. This is because consumers are looking for brands with which they feel most identified and that satisfy them with quality products and an excellent experience on all their channels.
In this article we will show you a concept that will help you optimize the user experience in all your digital channels. Discover in the following lines what you should know about the User Journey or the user journey .
What is the User Journey how to guide the user through your website perfectly
The User Journey or the user journey is the path that a user follows through the digital channel of a company . This mapping allows us to understand better the step-by-step of the User’s interactions with the platform they are on, be it a blog, a website or an application.
Likewise, the User Journey allows us to understand the levels of interaction better, both the path the User follows and their experience at each contact point.
In this way, it is possible to classify what can be improved in the interaction to optimize the user experience in our digital channels.
What are the differences between Customer Journey and User Journey?
Perhaps until now, this definition seems similar to that of the Customer Journey. However, they are two different concepts, as you will see below.
The User Journey considers only digital channels.
When we talk about Customer Journey, we consider both physical and digital channels, and we take into account the path that a customer follows from their first contact with the company to after-sales service.
In this way, all the channels the customer passes are analyzed, regardless of whether they are physical or digital or even if they circulate between both.
On the other hand, the User Journey is exclusively in charge of evaluating the path the User follows in any digital channel, which can be a website, a mobile application, a platform or a blog, focusing on its navigation.
The User Journey maps the interaction with your digital platform
The Customer Journey evaluates the customer’s contacts with the entire organization and, in addition to digital channels, it also analyzes the experience with physical stores, customer service, product delivery, etc.
However, the User Journey will only work on the user experience, who is not necessarily a customer on your digital platform, evaluating all forms of interaction to optimize your experience increasingly.
The User Journey refers to the process of use, not the purchase
When we talk about User Journey, we refer to the User; when we talk about Customer Journey, we refer to the customer. In this way, the objective of the User Journey is not to sell; it is simply to optimize the user experience in our digital channels independently.
While the objective of the Customer Journey is to convert and obtain a sale, working the sales funnel and focusing on the customer experience.
Both strategies contribute to the loyalty and strengthening of a brand. However, the User Journey will bring better medium- and long-term results.
9 Steps to Found a User Journey Procedure
1. Choose a possibility
The first stage is to choose the scope of your User Trip procedure. You must define if you want to work on the entire experience in a general way or on the particulars.
For example, you can focus exclusively on the user journey to find specific content using your platform’s internal search engine.
2. Know your User how to guide the user through your website perfectly
Once you have defined the scope, it is time to know the User you want to reach. You must analyze your target audience by conducting interviews, conducting contextual research, and carefully examining all the consequences.
3. Determine the scenario and user prospects
The next step is to determine the scenario and users’ expectations.
Returning to our previous example, the scenario can be to bring the best search results within your stage in less than 3 instants.
4. Classify touchpoints
To continue, you must identify the opinions of contact. On a website, for example, it can be the channel that takes the User to your platform and the clicks they need to make to find what they are looking for.
5. Consider user intent
It is essential to understand what motivates the User to be on your digital channel and, from their work, to achieve their goal in the simplest and most agile way possible.
6. Design the User Journey map
With all the information you have obtained, you already have the necessary tools to design your User’s Journey. For that, you can sketch a timeline with the interactions step by step.
7. Consider the emotional state of your User in each interaction
Considering the User’s emotional state in each exchange of the User Journey is essential to connect with them on a more human level.
Negative feelings in the experience are a warning sign about areas that require improvement.
8. Track the results
Once the changes have been made to optimize the User Journey, it is essential to monitor the results.
The user experience will hardly be perfect the first time; something can constantly be improved, and this will only be discovered in practice.
9. Perfect what can be optimized
Once you discover what can be improved, please make the necessary changes and continue accompanying him.
These last two stages should done with some frequency, and you will always find opportunities to optimize your User Journey further.