CUSTOMER JOURNEY MAP - A TRAVEL STORY

This customer journey project involved mapping out the emotional and logistical experiences of a customer—in this case, my friend Olivia—as she planned a group trip to Hawaii. By tailoring my questions to dig deeper into her background, emotions, and personal motivations, I was able to gain a clearer understanding of her unique experience and the challenges she faced. This approach helped identify key touchpoints, pain points, and emotional highs and lows throughout the planning process, providing valuable insights into how customers feel during complex decision-making journeys. In marketing, understanding this journey is crucial because it helps brands identify where they can offer support, reduce friction, and create personalized experiences that ultimately build customer satisfaction and loyalty. For my website, showcasing this approach demonstrates how empathy-driven strategies lead to better customer engagement and stronger brand relationships.