{"id":32411,"date":"2022-02-03T02:53:06","date_gmt":"2022-02-03T10:53:06","guid":{"rendered":"https:\/\/www.uxpin.com\/studio\/?p=32411"},"modified":"2022-02-07T05:59:40","modified_gmt":"2022-02-07T13:59:40","slug":"customer-journey-mapping-mistakes","status":"publish","type":"post","link":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/","title":{"rendered":"Customer Journey Mapping Mistakes and How to Avoid Them"},"content":{"rendered":"\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/sOTGiDdrQ6GZACyvQG-t55I-cb6X86mJU509nsNqgQDHHKQxNt-uqBmSS4lyX8RKCzqUqg2vx7hW1WkVTw6GG8rMmWoYZCaC1KHKnttHO9jJSwYENoh3a5S9xlMTJbhHYZyjWzIH\" alt=\"\"\/><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<p>One would think that the IT domain is all about numbers, schemes, and <a href=\"https:\/\/www.uxpin.com\/studio\/prototyping\/\" target=\"_blank\" rel=\"noreferrer noopener\">prototypes<\/a>; that functionality means more than empathy when it comes to digital products. In the technological race, where beautiful designs and fancy interfaces rule the day, businesses forget that they create products and services primarily for people. But more and more modern companies are shifting the focus to their audience, trying to align humanity and the development process. That\u2019s how many come to customer journey mapping.&nbsp;<\/p>\n\n\n\n<p>Yet, a seemingly intuitive methodology can be tricky when being put into use. So, if you are going to take this challenge or are curious to learn whether you do everything right, check out the common journey mapping mistakes I listed in this post.<\/p>\n\n\n\n<p><em>You&#8217;re about to read a guest post by UXPressia&#8217;s Katerina Kondrenko about the common pitfalls of making a customer journey map. <\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-creating-a-customer-journey-map\">Why Creating a Customer Journey Map?<\/h2>\n\n\n\n<p>Before proceeding to the mistakes part, let\u2019s take a quick look at the customer journey mapping concept. If you are familiar with the concept, just skip this part.<\/p>\n\n\n\n<p>Customer journey mapping is a visualization of how the audience interacts with your product or service. You might ask how this information can be helpful to your business. A customer journey map (CJM) can help you analyze your users\u2019 or customers\u2019 experience, identify flaws in it and opportunities for its improvement, do strategic planning, reshape content marketing, or consider using another&nbsp;<a href=\"https:\/\/wpforms.com\/templates\/\" target=\"_blank\" rel=\"noopener\">template for your online form<\/a>. And what\u2019s best, these things are merely a fraction of what you can do with customer journey mapping.&nbsp;<\/p>\n\n\n\n<p>There\u2019s another great perk: this methodology helps to engage your team and develop a cross-company understanding of who your customers are and how to approach them. Better cooperation within your team will lead to more efficient work. Nothing but benefits by any stretch.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-common-customer-journey-mistakes\">Common Customer Journey Mistakes<\/h2>\n\n\n\n<p>Customer journey mapping is like a medicine that you must use properly to achieve the desired effect. And for a project to succeed, it&#8217;s not enough to follow best mapping practices. It\u2019s also worth considering the pitfalls that can turn your project into a customer journey mapping failure. Read on to learn the most common of them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistake-1-no-goals-were-set\">Mistake #1: No goals were set<\/h3>\n\n\n\n<p><strong>What\u2019s wrong:<\/strong> Inexperienced journey mappers are usually tempted to build a CJM just for the sake of building it or want to identify all the flaws in all their customers\u2019 journeys with a single journey map.&nbsp;<\/p>\n\n\n\n<p><strong>Why it\u2019s bad:<\/strong> They say no pain, no gain. I say no clear goal, no result\u2014a doomed initiative instead. Besides, to get approval for the journey mapping initiative, you need to sell this idea to the stakeholders and engage teammates. Without an explicit objective, you won\u2019t be able to do so. And what strategies for CX\/UX improvement can you develop, having no idea why you\u2019re building a map?<\/p>\n\n\n\n<p><strong>How to fix it:<\/strong> Every customer journey map starts with research, but even before this part, be sure to answer the following questions:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li><em>What and why do you want to analyze?&nbsp;<\/em><\/li><li><em>What processes do you aim to enhance?<\/em><\/li><li><em>Who should own the initiative?<\/em><\/li><li><em>What <a href=\"https:\/\/masterdesignblog.com\/customer-journey-mapping-what-departments-to-involve\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">departments to involve<\/a>?<\/em><\/li><li><em>Are there any specific customer segments to look at?<\/em><\/li><li><em>How will your company benefit from customer experience improvement?<\/em><\/li><\/ul>\n\n\n\n<p>As a result, you have to set a precise goal. Avoid \u201call\u201d in the wording, since it means \u201cnothing\u201d and feels like getting on a plane that is going everywhere.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/oPsl70UM2u-u0H_YYDEf_RRo0_CvVbyc9_n3tJzKbd08FWgipM8wFyZYaEIp6du908_ndyrH2FA9KhQvqPTc2bwA9tENfy1XlbqxfRKoLx_LioVzGc4Ir8mvaE3I9wZA5lleXzA5\" alt=\"\"\/><\/figure><\/div>\n\n\n\n<p>The more explicit goal you set, the more successful your customer journey mapping initiative will be.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistake-2-weak-or-no-research\">Mistake #2: Weak or no research<\/h3>\n\n\n\n<p><strong>What\u2019s wrong: <\/strong>No CJM can be built in one fell swoop. But sometimes journey mappers decide to play a guessing game. They skip the research part or make it too short, reach out to only a few clients to learn their journey, forget to speak with customer-facing colleagues, use pure assumptions, or worse, read the tea leaves.<\/p>\n\n\n\n<p><strong>Why it\u2019s bad: <\/strong>Almost non-existent research provides non-reliable data, which, in return, covers your customer\u2019s trail and gives you wrong ideas about their journey and how to improve it. Eventually, you put the work in the journey mapping initiative, spend money on your product or service improvements, tire teammates and yourself for nothing.<\/p>\n\n\n\n<p>At the same time, your clients struggle because you mistakenly made things worse at those points of the customer journey that were fine and missed the ones that required attention. And it\u2019s the biggest crime you may commit against your audience because you actually do something but are tilting at windmills.<\/p>\n\n\n\n<p><strong>How to fix it:<\/strong> Take this stage of the CJM initiative very seriously. Unreliable data won\u2019t do any good. After all, customer journey mapping isn&#8217;t fiction writing. You have to be hungry for statistics and the fullest feedback from your audience. So:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Conduct interviews;<\/li><li>Find and read industry-related researches and whitepapers;<\/li><li>Collect customers\u2019 reviews from different platforms and your NPS form;&nbsp;<\/li><li>Run polls and surveys;<\/li><li>Pay attention to what your customers do;<\/li><li>Try to reach out to those people whose journey ended too early.&nbsp;<\/li><\/ul>\n\n\n\n<p>You don\u2019t have to speak with every single customer; keep going until you\u2019re sure that the data you gathered is solid. For instance, identifying behavior patterns that repeat among your clientele is a clear sign of it.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistake-3-wrong-perspective\">Mistake #3: Wrong perspective<\/h3>\n\n\n\n<p><strong>What\u2019s wrong:<\/strong> There are people who build a map, minding their own business. Literally. And stages of their CJM reflect what they <em>think <\/em>their customers go through. Why bother about customers, right?&nbsp;<\/p>\n\n\n\n<p><strong>Why it\u2019s bad: <\/strong>In short, by approaching <em>customer<\/em> journey mapping not from a customer&#8217;s angle, you try to improve only your own experience and sell your product or service to yourself.&nbsp;<\/p>\n\n\n\n<p><strong>How to fix it: <\/strong>Put yourself in your customer\u2019s shoes. Think like them. A CJM should be built around their journey, thoughts, expectations, goals, channels they use, and steps they take, among other things. You have to check how your service matches the customers\u2019 needs and help them complete their tasks.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-image\"><figure class=\"aligncenter\"><img decoding=\"async\" src=\"https:\/\/lh5.googleusercontent.com\/3y-L7xY2XteSZAg2oDLe5hH7RMtYjAUeTMS2NGIcBspD33N5Lps2nm4Na1IPu9WG0tZdcdDgHznLLTl60eEh9VSOBWuIFAz-d2iWn_x7Y2QM1ZWgUs15XA9eR5jacgfjfceMp8Oi\" alt=\"\"\/><\/figure><\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistake-4-poorly-developed-personas\">Mistake #4: Poorly developed personas<\/h3>\n\n\n\n<p><strong>What\u2019s wrong: <\/strong>They say demographics are key to persona creation. But this is <a href=\"https:\/\/torchbox.com\/blog\/why-you-should-stop-using-demographics-personas\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">not necessarily the case<\/a>. Also, some decide that previous experience of personas doesn\u2019t matter. Or they focus only on pains and frustrations, forgetting about goals and motivations.&nbsp;<\/p>\n\n\n\n<p><strong>Why it\u2019s bad: <\/strong>Customer persona represents a particular segment of your clients and allows you to consider many people with similar features as one. Although a persona is an aggregated image of a whole segment of your clients, they need specific characteristics to feel real. Otherwise, you won\u2019t be able to empathize with them. And they, in return, won\u2019t let you try their shoes on.&nbsp;<\/p>\n\n\n\n<p><strong>How to fix it: <\/strong>Take into account<strong> <\/strong>different sides of your persona and consider focusing on behavioral traits, as they provide better insight into your customer\u2019s mindset and actions. To dig deeper:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Consider your persona\u2019s expectations;<\/li><li>What they want to achieve by using your service or product;<\/li><li>What attracts or scares them off;<\/li><li>What they say about you and what is left unsaid.&nbsp;<\/li><\/ul>\n\n\n\n<p>Remember that any persona needs personality and the customer profile you will have in the end must feel real, just like a real person.<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/ID4aNhtIndTOF_JSYomnoUjibLHB0Mun4OdOOQi9lzBePoa4J5R2OMZj1X1ndrSWwkXzu2JaVlYHBE_CsZz6b3eDxj4R8IsGUaYMpHRTr_FgoBcKpmmQl79BqZM-WfKerEYnF5r0\" alt=\"\"\/><figcaption>A customer persona example built in the <a href=\"https:\/\/uxpressia.com\/personas-online-tool\" target=\"_blank\" rel=\"noopener\">UXPressia platform<\/a><\/figcaption><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistake-5-late-start-early-stop\">Mistake #5: Late start, early stop<\/h3>\n\n\n\n<p><strong>What\u2019s wrong: <\/strong>Some journey mappers accept the challenge of building an end-to-end customer journey map. Yet, they ignore all the stages before a customer comes to them and end with the purchasing stage, although there are many further interactions.<\/p>\n\n\n\n<p><strong>Why it\u2019s bad: <\/strong>You consider only the middle part of your customer\u2019s journey, which can be flawless, and you won\u2019t ever understand why your business doesn\u2019t flourish by providing such a great customer experience. Meanwhile, your clients may experience problems when learning about your business or coming back to purchase something again.&nbsp;<\/p>\n\n\n\n<p><strong>How to fix it: <\/strong>Think of all the moments in time when a customer interacts with your product or service. And remember to do it from the customer\u2019s perspective. For you, a customer\u2019s journey begins when they come to you to complete a task or achieve a goal. But their real journey begins earlier: e.g., when they see your online ads. The same goes for the clients who leave you after the purchase. You don\u2019t interact with them directly anymore, but they use your product or share their feedback online and offline. All these interactions are better to be taken into account since each can contain valuable insights.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh6.googleusercontent.com\/oRI61P-91jf9d0Si5GYxFF6jQezt7f65GElV9wEB4p6x6OqXf-75KVxypRm02gyY5BOwKuRjZrZVdFuWc6SmVuGpfpjZ8eeilhvzJapBS6B8cCZOoG_HQLlobGxUXRGaeyRZsaKI\" alt=\"\"\/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-mistake-6-one-journey-for-all-personas\">Mistake #6: One journey for all personas<\/h3>\n\n\n\n<p><strong>What\u2019s wrong: <\/strong>You try to build a single map for all of your customers.<\/p>\n\n\n\n<p><strong>Why it\u2019s bad: <\/strong>Segmentation matters and you create personas not to stir them again. When averaging out your customers\u2019 journeys, you end up with improvement strategies and development plans for no one.&nbsp;<\/p>\n\n\n\n<p><strong>How to fix it: <\/strong>If you have no resources to build separate maps for all personas of yours, choose only the most significant ones and design for them. You can still gather all personas in the same map, turning your CJM into a <a href=\"https:\/\/uxpressia.com\/blog\/multiple-personas-on-one-customer-journey-map\" target=\"_blank\" rel=\"noopener\">multipersona customer journey map<\/a>. Having such a map is useful when you want to compare different personas\u2019 journeys or to analyze interactions between them.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/lh4.googleusercontent.com\/56t02FLYDJv7f70LNBJ5e7HBbaurjZnpcAH6P242NgXiheo48xttYZQ6sYOsTM5JpxcK18Ynu4MMnzwmfVvE5XmTyKWSMo6Gv2-prU31f637U25DB7a5Y3yfU8K9TAXdYLpaZ3gY\" alt=\"\"\/><figcaption>A multipersona customer journey map example built in the UXPressia platform<\/figcaption><\/figure>\n\n\n\n<p>Yet don\u2019t forget to consider each persona individually, as every segment of your audience most likely faces different kinds of problems throughout their journeys, and thus requires a unique approach.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-summing-up\">Summing up<\/h2>\n\n\n\n<p>I explored the most common customer journey mistakes that can spoil your mapping initiative and leave you without actionable insights.&nbsp;To avoid them, you have to play by the customer journey mapping rules and remember why you decided to build a CJM in the first place and who you should always aim at during the process.&nbsp;And I think you would agree that the results are worth the effort, as a customer journey map done right helps enhance customer experience and develop any product or service in the best possible direction.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>One would think that the IT domain is all about numbers, schemes, and prototypes; that functionality means more than empathy when it comes to digital products. In the technological race, where beautiful designs and fancy interfaces rule the day, businesses forget that they create products and services primarily for people. But more and more modern<\/p>\n","protected":false},"author":215,"featured_media":32412,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3,176],"tags":[],"class_list":["post-32411","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","category-user-research"],"yoast_title":"","yoast_metadesc":"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.","acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.8 (Yoast SEO v27.8) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Customer Journey Mapping Mistakes and How to Avoid Them | UXPin<\/title>\n<meta name=\"description\" content=\"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey Mapping Mistakes and How to Avoid Them\" \/>\n<meta property=\"og:description\" content=\"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/\" \/>\n<meta property=\"og:site_name\" content=\"Studio by UXPin\" \/>\n<meta property=\"article:published_time\" content=\"2022-02-03T10:53:06+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-07T13:59:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2021\/11\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Katerina Kondrenko\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Katerina Kondrenko\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/\"},\"author\":{\"name\":\"Katerina Kondrenko\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#\\\/schema\\\/person\\\/97f02230227c61d097be22aa00892a46\"},\"headline\":\"Customer Journey Mapping Mistakes and How to Avoid Them\",\"datePublished\":\"2022-02-03T10:53:06+00:00\",\"dateModified\":\"2022-02-07T13:59:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/\"},\"wordCount\":1729,\"image\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/wp-content\\\/uploads\\\/2021\\\/11\\\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png\",\"articleSection\":[\"Blog\",\"User Research\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/\",\"url\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/\",\"name\":\"Customer Journey Mapping Mistakes and How to Avoid Them | UXPin\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/wp-content\\\/uploads\\\/2021\\\/11\\\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png\",\"datePublished\":\"2022-02-03T10:53:06+00:00\",\"dateModified\":\"2022-02-07T13:59:40+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#\\\/schema\\\/person\\\/97f02230227c61d097be22aa00892a46\"},\"description\":\"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/wp-content\\\/uploads\\\/2021\\\/11\\\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png\",\"contentUrl\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/wp-content\\\/uploads\\\/2021\\\/11\\\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png\",\"width\":1200,\"height\":600,\"caption\":\"Customer journey mapping mistakes and how to avoid them\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/blog\\\/customer-journey-mapping-mistakes\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Customer Journey Mapping Mistakes and How to Avoid Them\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#website\",\"url\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/\",\"name\":\"Studio by UXPin\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/#\\\/schema\\\/person\\\/97f02230227c61d097be22aa00892a46\",\"name\":\"Katerina Kondrenko\",\"sameAs\":[\"https:\\\/\\\/uxpressia.com\"],\"url\":\"https:\\\/\\\/www.uxpin.com\\\/studio\\\/author\\\/katerina-kondrenko\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Customer Journey Mapping Mistakes and How to Avoid Them | UXPin","description":"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/","og_locale":"en_US","og_type":"article","og_title":"Customer Journey Mapping Mistakes and How to Avoid Them","og_description":"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.","og_url":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/","og_site_name":"Studio by UXPin","article_published_time":"2022-02-03T10:53:06+00:00","article_modified_time":"2022-02-07T13:59:40+00:00","og_image":[{"width":1200,"height":600,"url":"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2021\/11\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png","type":"image\/png"}],"author":"Katerina Kondrenko","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Katerina Kondrenko","Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#article","isPartOf":{"@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/"},"author":{"name":"Katerina Kondrenko","@id":"https:\/\/www.uxpin.com\/studio\/#\/schema\/person\/97f02230227c61d097be22aa00892a46"},"headline":"Customer Journey Mapping Mistakes and How to Avoid Them","datePublished":"2022-02-03T10:53:06+00:00","dateModified":"2022-02-07T13:59:40+00:00","mainEntityOfPage":{"@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/"},"wordCount":1729,"image":{"@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#primaryimage"},"thumbnailUrl":"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2021\/11\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png","articleSection":["Blog","User Research"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/","url":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/","name":"Customer Journey Mapping Mistakes and How to Avoid Them | UXPin","isPartOf":{"@id":"https:\/\/www.uxpin.com\/studio\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#primaryimage"},"image":{"@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#primaryimage"},"thumbnailUrl":"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2021\/11\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png","datePublished":"2022-02-03T10:53:06+00:00","dateModified":"2022-02-07T13:59:40+00:00","author":{"@id":"https:\/\/www.uxpin.com\/studio\/#\/schema\/person\/97f02230227c61d097be22aa00892a46"},"description":"Learn about 6 most common mistakes you may encounter while creating a customer journey map. Find out how to avoid them. Read the article.","breadcrumb":{"@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#primaryimage","url":"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2021\/11\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png","contentUrl":"https:\/\/www.uxpin.com\/studio\/wp-content\/uploads\/2021\/11\/Customer-journey-mapping-mistakes-and-how-to-avoid-them.png","width":1200,"height":600,"caption":"Customer journey mapping mistakes and how to avoid them"},{"@type":"BreadcrumbList","@id":"https:\/\/www.uxpin.com\/studio\/blog\/customer-journey-mapping-mistakes\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.uxpin.com\/studio\/"},{"@type":"ListItem","position":2,"name":"Customer Journey Mapping Mistakes and How to Avoid Them"}]},{"@type":"WebSite","@id":"https:\/\/www.uxpin.com\/studio\/#website","url":"https:\/\/www.uxpin.com\/studio\/","name":"Studio by UXPin","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.uxpin.com\/studio\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.uxpin.com\/studio\/#\/schema\/person\/97f02230227c61d097be22aa00892a46","name":"Katerina Kondrenko","sameAs":["https:\/\/uxpressia.com"],"url":"https:\/\/www.uxpin.com\/studio\/author\/katerina-kondrenko\/"}]}},"_links":{"self":[{"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/posts\/32411","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/users\/215"}],"replies":[{"embeddable":true,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/comments?post=32411"}],"version-history":[{"count":8,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/posts\/32411\/revisions"}],"predecessor-version":[{"id":33650,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/posts\/32411\/revisions\/33650"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/media\/32412"}],"wp:attachment":[{"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/media?parent=32411"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/categories?post=32411"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.uxpin.com\/studio\/wp-json\/wp\/v2\/tags?post=32411"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}