Customer Journey Map

Project overview

At one.com, I created a customer journey map for our “Advanced Anne” persona to uncover what customers experience when building their online presence.

Through in-depth interviews, I identified key pain points, moments of success, and areas of uncertainty. I collaborated with designers and involved stakeholders along the way—starting with internal workshops to shape the journey phases, then synthesizing insights in Dovetail.

The final map became a powerful tool providing teams with a clearer view of the customer experience.

Customer journey workshop

After the Advanced Anne’s journey map was finished, I prepared and facilitated a workshop with product, design and marketing teams. This got them familiarised with the journey and helped them see our product through our customers’ eyes.

A lot of key takeaways and pain points are now being addressed and put on the roadmap.