Customer Journey Mapping

Using these personas, I then created a detailed record of a customer’s experience of going through the Umrah booking process. This was constructed based on my research taking into account all the various pain points that potential users could or have experienced.

These customer journey maps helped our team better build empathy towards our potential users as we could try to experience what they go through. It also uncovered insights, such as when comparing journeys between customers to find common threads or find conflicting behaviours within a their journey.

*Due to the proprietary nature of this product, only pre-approved examples of the work I completed have been published in this case study.