Customer Journey Map: an introduction
What is it?
The customer journey map is a tool that we use to communicate the journey of our contributors and their points of interaction with the Marketplace service. The entire service is combined under a catchall term called ‘Mozilla’ for the sake of simplicity, but can be broken down further into e.g. Editorial Team, Community Team, system, and so on.
The map doesn’t aim to represent the deepest details. There’s no screen prototype or detailed feature requirement. Instead, it conveys actions, processes, and information flow between multiple actors. For instance: somebody goes here, then the info is handed off to this system, then the system does this, then it’s handed off to some other person, etc.
Needs and Answers (a.k.a. Behaviours, Triggers, etc.)
Before we look at the map, it’s helpful to look at what each user type needs in each phase, activities they do to seek fulfilment, and what answers will Marketplace service need to have for those needs.
Put simply, this is a table of what everybody wants, and how everybody go about getting what they want.
