{"id":31310,"date":"2024-12-02T12:12:47","date_gmt":"2024-12-02T11:12:47","guid":{"rendered":"https:\/\/www.skopos-nova.de\/?page_id=31310"},"modified":"2026-06-17T10:53:16","modified_gmt":"2026-06-17T08:53:16","slug":"customer-journey-mapping","status":"publish","type":"page","link":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping","title":{"rendered":"Customer Journey Mapping"},"content":{"rendered":"\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m35pi745-53bbc2b4ab9529a65132964369aa4e93\">\n.avia-section.av-m35pi745-53bbc2b4ab9529a65132964369aa4e93{\nbackground-color:#000000;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-m35pi745-53bbc2b4ab9529a65132964369aa4e93 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_1'  class='avia-section av-m35pi745-53bbc2b4ab9529a65132964369aa4e93 main_color avia-section-small avia-no-border-styling  avia-builder-el-0  el_before_av_section  avia-builder-el-first  avia-bg-style-scroll av-minimum-height av-minimum-height-2vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='2' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><main  role=\"main\" itemprop=\"mainContentOfPage\"  class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m3pmvpsi-06d186f243a45af1b6f96ed034c88f4a\">\n#top .av_textblock_section.av-m3pmvpsi-06d186f243a45af1b6f96ed034c88f4a .avia_textblock{\nfont-size:15px;\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-m3pmvpsi-06d186f243a45af1b6f96ed034c88f4a '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p style=\"text-align: left; font-size: 1.5rem; color: white;\">Services > <a class=\"tree-service\" href=\"\/en\/services\/ux-exploration\">UX Exploration<\/a><\/p>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-tsrgrh-41a86dde4e5d202cfea6ea2945a1c311\">\n#top .hr.hr-invisible.av-tsrgrh-41a86dde4e5d202cfea6ea2945a1c311{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-tsrgrh-41a86dde4e5d202cfea6ea2945a1c311 hr-invisible  avia-builder-el-2  el_after_av_textblock  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/main><!-- close content main element --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5srjmfx-cabd09d44bee9d42fa6644af908dff6d\">\n.avia-section.av-5srjmfx-cabd09d44bee9d42fa6644af908dff6d{\nbackground-color:#ffffff;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-100px;\n}\n<\/style>\n<div id='av_section_2'  class='avia-section av-5srjmfx-cabd09d44bee9d42fa6644af908dff6d main_color avia-section-no-padding avia-no-border-styling  avia-builder-el-3  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-5f31uu5-20f88efd499b443a06ea0bb818b575b9 av_one_full  avia-builder-el-4  avia-builder-el-no-sibling  first flex_column_div av-animated-generic pop-up  '     ><section  class='av_textblock_section av-99nvc3h-fa56e73240bbd239af6b2c7c8287ae58 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center; color: #ff9c1b;\"><strong><span class=\"nova-orange-black\">UX Exploration<\/span><\/strong><\/p>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-vx38il-da497299284e3babc730670ba8474e14 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h1 style=\"text-align: center;\">Customer Journey Mapping<\/h1>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a\">\n#top .hr.av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a{\nmargin-top:-10px;\nmargin-bottom:20px;\n}\n.hr.av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a .hr-inner{\nwidth:250px;\nborder-color:#ff0059;\n}\n<\/style>\n<div  class='hr av-8xyxvel-8621f0fc0e57a836dcd275de2b11067a hr-custom  avia-builder-el-7  el_after_av_textblock  el_before_av_textblock  hr-center hr-icon-no'><span class='hr-inner inner-border-av-border-fat'><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-mqf4970y-6725783b3596afc8c982eaff524492d8 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\">Customer Journey Mapping is a qualitative research method that makes the actual journey of users visible across all relevant touchpoints. It helps companies identify and specifically address weak points, breaks in expectations and optimization potential along the entire customer journey.<\/p>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mqf4910p-0641d5e4d3e8d72c98de9d517b469acf\">\n#top .hr.hr-invisible.av-mqf4910p-0641d5e4d3e8d72c98de9d517b469acf{\nheight:70px;\n}\n<\/style>\n<div  class='hr av-mqf4910p-0641d5e4d3e8d72c98de9d517b469acf hr-invisible  avia-builder-el-9  el_after_av_textblock  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-16qgq59-9c1157d2e45b9580461f89e80387fc4a\">\n.avia-section.av-16qgq59-9c1157d2e45b9580461f89e80387fc4a{\nbackground-color:#ffffff;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-16qgq59-9c1157d2e45b9580461f89e80387fc4a .av-extra-border-element .av-extra-border-inner{\nbackground-color:#0d2b43;\n}\n<\/style>\n<div id='av_section_3'  class='avia-section av-16qgq59-9c1157d2e45b9580461f89e80387fc4a main_color avia-section-small avia-no-border-styling  avia-builder-el-10  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-lxua3h-21cfd3a2068acdcad8ab4deb27b40fb9\">\n#top .hr.hr-invisible.av-lxua3h-21cfd3a2068acdcad8ab4deb27b40fb9{\nheight:20px;\n}\n<\/style>\n<div  class='hr av-lxua3h-21cfd3a2068acdcad8ab4deb27b40fb9 hr-invisible  avia-builder-el-11  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-41odd31-0e56d5cb8901fcdd80d15e581679d7d7\">\n.avia-section.av-41odd31-0e56d5cb8901fcdd80d15e581679d7d7{\nbackground-color:#0d2b43;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-40px;\n}\n<\/style>\n<div id='av_section_4'  class='avia-section av-41odd31-0e56d5cb8901fcdd80d15e581679d7d7 main_color avia-section-small avia-no-border-styling  avia-builder-el-12  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-1iavan1-3489b1986bddd2a3bb96a8ee189bfa1f av_one_full  avia-builder-el-13  avia-builder-el-no-sibling  first flex_column_div av-animated-generic pop-up  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-auaa0t-7932c65998471621c262e42c423ee4c6\">\n#top .hr.hr-invisible.av-auaa0t-7932c65998471621c262e42c423ee4c6{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-auaa0t-7932c65998471621c262e42c423ee4c6 hr-invisible  avia-builder-el-14  el_before_av_textblock  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m35bns2i-e8727408d46723b6fd450f8913d3e02b\">\n#top .av_textblock_section.av-m35bns2i-e8727408d46723b6fd450f8913d3e02b .avia_textblock{\nfont-size:17px;\n}\n<\/style>\n<section  class='av_textblock_section av-m35bns2i-e8727408d46723b6fd450f8913d3e02b '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"color: white;\">How inconsistent experiences disappoint users<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-n14w0t-6f52a4da9cba5e4b2ee13fbf9ce45ede\">\n#top .av_textblock_section.av-n14w0t-6f52a4da9cba5e4b2ee13fbf9ce45ede .avia_textblock{\ncolor:#ffffff;\n}\n<\/style>\n<section  class='av_textblock_section av-n14w0t-6f52a4da9cba5e4b2ee13fbf9ce45ede '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p style=\"text-align: left;\"><span style=\"font-weight: 600;\">When using a product or service today, there is often a long chain of different touchpoints: Advertisements, the website, customer service and, of course, the product itself. From the user&#8217;s point of view, however, these touchpoints are often unconnected and inconsistent. Expectations are often raised that cannot be met later, leading to confusion or frustration.<\/span><\/p>\n<\/div><\/section><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3nmu7bx-f5c27b819740906f33e0e9b029908559\">\n.avia-section.av-3nmu7bx-f5c27b819740906f33e0e9b029908559{\nbackground-color:#0d2b43;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-3nmu7bx-f5c27b819740906f33e0e9b029908559 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#f2f2f2;\n}\n<\/style>\n<div id='av_section_5'  class='avia-section av-3nmu7bx-f5c27b819740906f33e0e9b029908559 main_color avia-section-small avia-no-border-styling  avia-builder-el-17  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-33103kt-eea1937c6ba1054dd9f079a3bfef2a03\">\n#top .hr.hr-invisible.av-33103kt-eea1937c6ba1054dd9f079a3bfef2a03{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-33103kt-eea1937c6ba1054dd9f079a3bfef2a03 hr-invisible  avia-builder-el-18  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2ggupa5-31a46e6836750adf61a24c71dbb8ca99\">\n.avia-section.av-2ggupa5-31a46e6836750adf61a24c71dbb8ca99{\nbackground-color:#f2f2f2;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-40px;\n}\n<\/style>\n<div id='av_section_6'  class='avia-section av-2ggupa5-31a46e6836750adf61a24c71dbb8ca99 main_color avia-section-small avia-no-border-styling  avia-builder-el-19  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n<div  class='flex_column av-29jkial-803afc4d940da79fcca0445f1e274246 av_one_full  avia-builder-el-20  avia-builder-el-no-sibling  first flex_column_div av-animated-generic pop-up  '     ><p>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-29m4o71-38034d5b42ae84c91f358d70df9f0ae8\">\n#top .hr.hr-invisible.av-29m4o71-38034d5b42ae84c91f358d70df9f0ae8{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-29m4o71-38034d5b42ae84c91f358d70df9f0ae8 hr-invisible  avia-builder-el-21  el_before_av_textblock  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<section  class='av_textblock_section av-ttar7h-4511304baff02ee9cea4a8303353c085 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>With customer journey mapping to better adherence to expectations and optimized touchpoints<\/h2>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1q9d2xp-8cbeb18e82806005aede0b4092c3c7e0\">\n#top .av_textblock_section.av-1q9d2xp-8cbeb18e82806005aede0b4092c3c7e0 .avia_textblock{\ncolor:#000000;\n}\n<\/style>\n<section  class='av_textblock_section av-1q9d2xp-8cbeb18e82806005aede0b4092c3c7e0 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><p>The aim of customer journey mapping is to understand the actual user journey in detail in order to identify key moments, weak points and optimization potential. Based on these insights, we then take targeted measures with you to improve the fidelity of your journey. Our focus here is on the psychology of use during interaction at the individual touchpoints. We help you to understand the information needs and expectations with which users encounter a touchpoint, which options for action are relevant, which jumping-off points exist and with which new information needs and expectations users turn to the next step in the journey.<\/p>\n<\/div><\/section><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1\">\n.avia-section.av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1{\nbackground-color:#f2f2f2;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:0px;\n}\n.avia-section.av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_7'  class='avia-section av-1b0nztp-3bf6a9f0315c8cb6f29f917c5d54e5e1 main_color avia-section-no-padding avia-no-border-styling  avia-builder-el-24  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-10vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='10' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-vul7rx-b376caedbd762e6dfc6df9401ca94036\">\n#top .hr.hr-invisible.av-vul7rx-b376caedbd762e6dfc6df9401ca94036{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-vul7rx-b376caedbd762e6dfc6df9401ca94036 hr-invisible  avia-builder-el-25  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-30c70m5-2b68a1f9e706f1c06d140e6832ab03fe\">\n.avia-section.av-30c70m5-2b68a1f9e706f1c06d140e6832ab03fe{\nbackground-color:#ffffff;\nbackground-image:unset;\nmargin-top:0px;\nmargin-bottom:-40px;\n}\n<\/style>\n<div id='av_section_8'  class='avia-section av-30c70m5-2b68a1f9e706f1c06d140e6832ab03fe main_color avia-section-small avia-no-border-styling  avia-builder-el-26  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-19gkyn1-8887b302c2a7eda719853acf4b4db1fa\">\n#top .hr.hr-invisible.av-19gkyn1-8887b302c2a7eda719853acf4b4db1fa{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-19gkyn1-8887b302c2a7eda719853acf4b4db1fa hr-invisible  avia-builder-el-27  el_before_av_one_full  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<div  class='flex_column av-m3rcshqf-0df77784d84a01dd23774407946b51b4 av_one_full  avia-builder-el-28  el_after_av_hr  el_before_av_one_full  first flex_column_div av-animated-generic pop-up  '     ><section  class='av_textblock_section av-m35br1or-4890f0d7f1235b3591c80db7d8784e97 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2>The main benefits at a glance<\/h2>\n<\/div><\/section><\/div><div class='flex_column_table av-5gg1tx9-8dae3f8841a461c98f65400a761e7474 sc-av_one_full av-equal-height-column-flextable'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5gg1tx9-8dae3f8841a461c98f65400a761e7474\">\n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\nborder-radius:0 0 0 0;\npadding:20px 0 0 0;\n}\n\n@media only screen and (min-width: 990px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n\n@media only screen and (min-width: 768px) and (max-width: 989px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n\n@media only screen and (min-width: 480px) and (max-width: 767px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n\n@media only screen and (max-width: 479px){ \n.flex_column.av-5gg1tx9-8dae3f8841a461c98f65400a761e7474{\npadding:20px 0 0 0;\n}\n}\n<\/style>\n<div  class='flex_column av-5gg1tx9-8dae3f8841a461c98f65400a761e7474 av_one_full  avia-builder-el-30  el_after_av_one_full  avia-builder-el-last  first no_margin flex_column_table_cell av-equal-height-column av-align-middle av-animated-generic pop-up  column-top-margin'     ><\/div><\/div><!--close column table wrapper. Autoclose: 1 -->\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8yh7wum-f20abb35ba81ee3eedcb381732d337f9\">\n.avia-section.av-8yh7wum-f20abb35ba81ee3eedcb381732d337f9{\nbackground-color:#ffffff;\nbackground-image:unset;\n}\n.avia-section.av-8yh7wum-f20abb35ba81ee3eedcb381732d337f9 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_9'  class='avia-section av-8yh7wum-f20abb35ba81ee3eedcb381732d337f9 main_color avia-section-default avia-no-border-styling  avia-builder-el-32  el_after_av_section  el_before_av_section  inclined-lines-nova avia-bg-style-scroll av-minimum-height av-minimum-height-5vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='5' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8cmbalq-d6003a73b689a22cf8c6ae054d2a065d\">\n#top .hr.hr-invisible.av-8cmbalq-d6003a73b689a22cf8c6ae054d2a065d{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-8cmbalq-d6003a73b689a22cf8c6ae054d2a065d hr-invisible  avia-builder-el-33  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div><div id='av_section_10'  class='avia-section av-7vl73u6-04a50cafd61b5eace60871caee408175 main_color avia-section-default avia-no-border-styling  avia-builder-el-34  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-7hi22r2-47075ec125eab1ee9acc8c0e0c5776a6\">\n#top .hr.hr-invisible.av-7hi22r2-47075ec125eab1ee9acc8c0e0c5776a6{\nheight:60px;\n}\n<\/style>\n<div  class='hr av-7hi22r2-47075ec125eab1ee9acc8c0e0c5776a6 hr-invisible  avia-builder-el-35  el_before_av_textblock  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<section  class='av_textblock_section av-6ykrr7y-56a8713322efc02728a8d11c09d12191 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h2 style=\"text-align: left;\">FAQ<span style=\" text-transform: lowercase;\">s<\/span><\/h2>\n<\/div><\/section>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09\">\n#top .togglecontainer.av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09 p.toggler{\ncolor:#000000;\nborder-color:#ffffff;\n}\n#top .togglecontainer.av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09 p.toggler.activeTitle{\nbackground-color:#ededed;\n}\n#top .togglecontainer.av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09 p.toggler .toggle_icon{\ncolor:#000000;\nborder-color:#000000;\n}\n#top .togglecontainer.av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09 p.toggler .toggle_icon > span{\ncolor:#000000;\nborder-color:#000000;\n}\n#top .togglecontainer.av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09 .toggle_wrap .toggle_content{\ncolor:#000000;\nborder-color:#ffffff;\n}\n<\/style>\n<div  id=\"faq-liste\"  class='togglecontainer av-mqf4bo8e-087e8ea04b45493e0a55781ea73bbf09  avia-builder-el-37  el_after_av_textblock  avia-builder-el-last  av-accordion-bg-alternate toggle_close_all'  itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/FAQPage\" >\n<section class='av_toggle_section av-mqf4aidd-73c135fe85e985c18f3b767181746136'  itemscope=\"itemscope\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" ><div role=\"tablist\" class=\"single_toggle\" data-tags=\"{All} \"  ><p id='toggle-toggle-id-1' data-fake-id='#toggle-id-1' class='toggler  av-title-above av-inherit-border-color'  itemprop=\"name\"  role='tab' tabindex='0' aria-controls='toggle-id-1' data-slide-speed=\"200\" data-title=\"What is Customer Journey Mapping and what distinguishes it from a Service Blueprint?\" data-title-open=\"\" data-aria_collapsed=\"Click to expand: What is Customer Journey Mapping and what distinguishes it from a Service Blueprint?\" data-aria_expanded=\"Click to collapse: What is Customer Journey Mapping and what distinguishes it from a Service Blueprint?\">What is Customer Journey Mapping and what distinguishes it from a Service Blueprint?<span class=\"toggle_icon\"><span class=\"vert_icon\"><\/span><span class=\"hor_icon\"><\/span><\/span><\/p><div id='toggle-id-1' aria-labelledby='toggle-toggle-id-1' role='region' class='toggle_wrap  av-title-above'   itemscope=\"itemscope\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" ><div class='toggle_content invers-color av-inherit-border-color'  itemprop=\"text\" ><p>Customer Journey Mapping visualizes a user&#8217;s experience from their perspective \u2013 thoughts, emotions, touchpoints and breaks in expectations along the entire journey. A Service Blueprint goes a step further and complements the customer perspective with the internal company level: which processes, systems and employees work in the background. Customer Journey Maps are suitable for diagnosing experience problems; Service Blueprints are the tool for systemically solving these problems.<\/p>\n<\/div><\/div><\/div><\/section>\n<section class='av_toggle_section av-mqf4as87-f0bb80009ced11597a4062bb90458009'  itemscope=\"itemscope\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" ><div role=\"tablist\" class=\"single_toggle\" data-tags=\"{All} \"  ><p id='toggle-toggle-id-2' data-fake-id='#toggle-id-2' class='toggler  av-title-above av-inherit-border-color'  itemprop=\"name\"  role='tab' tabindex='0' aria-controls='toggle-id-2' data-slide-speed=\"200\" data-title=\"Who is Customer Journey Mapping suitable for?\" data-title-open=\"\" data-aria_collapsed=\"Click to expand: Who is Customer Journey Mapping suitable for?\" data-aria_expanded=\"Click to collapse: Who is Customer Journey Mapping suitable for?\">Who is Customer Journey Mapping suitable for?<span class=\"toggle_icon\"><span class=\"vert_icon\"><\/span><span class=\"hor_icon\"><\/span><\/span><\/p><div id='toggle-id-2' aria-labelledby='toggle-toggle-id-2' role='region' class='toggle_wrap  av-title-above'   itemscope=\"itemscope\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" ><div class='toggle_content invers-color av-inherit-border-color'  itemprop=\"text\" ><p>Customer Journey Mapping is suitable for companies that want to optimize their customer experience holistically, from the first advertisement through the website to customer service and the product itself.<\/p>\n<\/div><\/div><\/div><\/section>\n<section class='av_toggle_section av-mqf4b2yb-83df3a3e7cd510476a4812bca8b3ac74'  itemscope=\"itemscope\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" ><div role=\"tablist\" class=\"single_toggle\" data-tags=\"{All} \"  ><p id='toggle-toggle-id-3' data-fake-id='#toggle-id-3' class='toggler  av-title-above av-inherit-border-color'  itemprop=\"name\"  role='tab' tabindex='0' aria-controls='toggle-id-3' data-slide-speed=\"200\" data-title=\"How long does a Customer Journey Mapping project take?\" data-title-open=\"\" data-aria_collapsed=\"Click to expand: How long does a Customer Journey Mapping project take?\" data-aria_expanded=\"Click to collapse: How long does a Customer Journey Mapping project take?\">How long does a Customer Journey Mapping project take?<span class=\"toggle_icon\"><span class=\"vert_icon\"><\/span><span class=\"hor_icon\"><\/span><\/span><\/p><div id='toggle-id-3' aria-labelledby='toggle-toggle-id-3' role='region' class='toggle_wrap  av-title-above'   itemscope=\"itemscope\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" ><div class='toggle_content invers-color av-inherit-border-color'  itemprop=\"text\" ><p>A focused Customer Journey Mapping for a clearly defined journey \u2013 such as the onboarding process of an app \u2013 can be implemented in two to three weeks. More complex projects with multiple touchpoints, dedicated user research and several target-group segments typically take four to eight weeks. In addition, there is the decision of whether the journey should be created purely hypothesis-based or empirically validated through qualitative interviews \u2013 the latter significantly increases the validity.<\/p>\n<\/div><\/div><\/div><\/section>\n<section class='av_toggle_section av-mqf4bd8v-5159ecb422f3271f7827b3b4f72e71c7'  itemscope=\"itemscope\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" ><div role=\"tablist\" class=\"single_toggle\" data-tags=\"{All} \"  ><p id='toggle-toggle-id-4' data-fake-id='#toggle-id-4' class='toggler  av-title-above av-inherit-border-color'  itemprop=\"name\"  role='tab' tabindex='0' aria-controls='toggle-id-4' data-slide-speed=\"200\" data-title=\"What results do I get after the project?\" data-title-open=\"\" data-aria_collapsed=\"Click to expand: What results do I get after the project?\" data-aria_expanded=\"Click to collapse: What results do I get after the project?\">What results do I get after the project?<span class=\"toggle_icon\"><span class=\"vert_icon\"><\/span><span class=\"hor_icon\"><\/span><\/span><\/p><div id='toggle-id-4' aria-labelledby='toggle-toggle-id-4' role='region' class='toggle_wrap  av-title-above'   itemscope=\"itemscope\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" ><div class='toggle_content invers-color av-inherit-border-color'  itemprop=\"text\" ><p>You receive a clear visualization of the entire customer journey, a detailed analysis of all relevant touchpoints, and prioritized recommendations for action to improve the overall experience, conversion and customer loyalty.<\/p>\n<\/div><\/div><\/div><\/section>\n<section class='av_toggle_section av-mqf4bn01-f30dd696bd35c5522137006ebfd72834'  itemscope=\"itemscope\" itemprop=\"mainEntity\" itemtype=\"https:\/\/schema.org\/Question\" ><div role=\"tablist\" class=\"single_toggle\" data-tags=\"{All} \"  ><p id='toggle-toggle-id-5' data-fake-id='#toggle-id-5' class='toggler  av-title-above av-inherit-border-color'  itemprop=\"name\"  role='tab' tabindex='0' aria-controls='toggle-id-5' data-slide-speed=\"200\" data-title=\"What does Customer Journey Mapping cost?\" data-title-open=\"\" data-aria_collapsed=\"Click to expand: What does Customer Journey Mapping cost?\" data-aria_expanded=\"Click to collapse: What does Customer Journey Mapping cost?\">What does Customer Journey Mapping cost?<span class=\"toggle_icon\"><span class=\"vert_icon\"><\/span><span class=\"hor_icon\"><\/span><\/span><\/p><div id='toggle-id-5' aria-labelledby='toggle-toggle-id-5' role='region' class='toggle_wrap  av-title-above'   itemscope=\"itemscope\" itemprop=\"acceptedAnswer\" itemtype=\"https:\/\/schema.org\/Answer\" ><div class='toggle_content invers-color av-inherit-border-color'  itemprop=\"text\" ><p>The cost depends on the scope, the number of touchpoints and the depth of the analysis. We would be happy to prepare a no-obligation quote tailored precisely to your requirements.<\/p>\n<\/div><\/div><\/div><\/section>\n<\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-6v1rzvy-40abf1a62ec03a224d957d71588fda92\">\n.avia-section.av-6v1rzvy-40abf1a62ec03a224d957d71588fda92{\nbackground-color:#ffffff;\nbackground-image:unset;\n}\n.avia-section.av-6v1rzvy-40abf1a62ec03a224d957d71588fda92 .av-extra-border-element .av-extra-border-inner{\nbackground-color:#ffffff;\n}\n<\/style>\n<div id='av_section_11'  class='avia-section av-6v1rzvy-40abf1a62ec03a224d957d71588fda92 main_color avia-section-default avia-no-border-styling  avia-builder-el-38  el_after_av_section  el_before_av_section  inclined-lines-nova avia-bg-style-scroll av-minimum-height av-minimum-height-5vw av-height-percent_width  container_wrap fullsize'   data-av_minimum_height_pc='5' data-av_min_height_opt='percent_width'><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-62pq15a-0ea1fddd5ca56112afe32a28cc27f246\">\n#top .hr.hr-invisible.av-62pq15a-0ea1fddd5ca56112afe32a28cc27f246{\nheight:50px;\n}\n<\/style>\n<div  class='hr av-62pq15a-0ea1fddd5ca56112afe32a28cc27f246 hr-invisible  avia-builder-el-39  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5pj14j2-8a7590e87871581afe87d58e6ac0dd8c\">\n.avia-section.av-5pj14j2-8a7590e87871581afe87d58e6ac0dd8c{\nmargin-top:0px;\nmargin-bottom:0px;\n}\n<\/style>\n<div id='av_section_12'  class='avia-section av-5pj14j2-8a7590e87871581afe87d58e6ac0dd8c main_color avia-section-no-padding avia-no-border-styling  avia-builder-el-40  el_after_av_section  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-j53rpq-aa7ffafbfb07045c9ee990816c9b342e\">\n#top .hr.hr-invisible.av-j53rpq-aa7ffafbfb07045c9ee990816c9b342e{\nheight:30px;\n}\n<\/style>\n<div  class='hr av-j53rpq-aa7ffafbfb07045c9ee990816c9b342e hr-invisible  avia-builder-el-41  el_before_av_one_full  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<div  class='flex_column av-4osn8su-3ca1d2db904f514f7a23fc9521b2c2e0 av_one_full  avia-builder-el-42  el_after_av_hr  el_before_av_hr  first flex_column_div  '     ><section  class='av_textblock_section av-494vw32-71b7aa049661fc2f5f9995e75b151de7 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock av_inherit_color'  itemprop=\"text\" ><h2 style=\"text-align: center; color: black;\">Contact us<\/h2>\n<\/div><\/section><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3x5lhgu-f397323c6e48df96cffe19f93c8f8006\">\n#top .hr.hr-invisible.av-3x5lhgu-f397323c6e48df96cffe19f93c8f8006{\nheight:60px;\n}\n<\/style>\n<div  class='hr av-3x5lhgu-f397323c6e48df96cffe19f93c8f8006 hr-invisible  avia-builder-el-44  el_after_av_one_full  el_before_av_one_full '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3m50nf2-35169d1b81b071ef9488e354ef57a440\">\n.flex_column.av-3m50nf2-35169d1b81b071ef9488e354ef57a440{\nborder-radius:0px 10px 10px 0px;\npadding:0 0 0 0;\n}\n<\/style>\n<div  class='flex_column av-3m50nf2-35169d1b81b071ef9488e354ef57a440 av_one_full  avia-builder-el-45  el_after_av_hr  el_before_av_one_third  first no_margin flex_column_div av-zero-column-padding  '     ><style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-m34ctycg-58642671b4a9bc794feed021bc56f2b2\">\n.avia-image-container.av-m34ctycg-58642671b4a9bc794feed021bc56f2b2 img.avia_image{\nbox-shadow:none;\n}\n.avia-image-container.av-m34ctycg-58642671b4a9bc794feed021bc56f2b2 .av-caption-image-overlay-bg{\nopacity:0.4;\nbackground-color:#000000;\n}\n.avia-image-container.av-m34ctycg-58642671b4a9bc794feed021bc56f2b2 .av-image-caption-overlay-center{\ncolor:#ffffff;\n}\n<\/style>\n<div  class='avia-image-container av-m34ctycg-58642671b4a9bc794feed021bc56f2b2 av-styling- av-hover-grow avia-align-center  avia-builder-el-46  avia-builder-el-no-sibling  hex-bild noHover av-overlay-on-hover'   itemprop=\"image\" itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/ImageObject\" ><div class=\"avia-image-container-inner\"><div class=\"avia-image-overlay-wrap\"><div class=\"av-image-caption-overlay\"><div class=\"av-caption-image-overlay-bg\"><\/div><div class=\"av-image-caption-overlay-position\"><div class=\"av-image-caption-overlay-center\"><p><span style=\"background-color: black;\">Florian Tress<br \/>\nSenior UX Researcher<\/span><\/p>\n<\/div><\/div><\/div><img decoding=\"async\" fetchpriority=\"high\" class='wp-image-23117 avia-img-lazy-loading-not-23117 avia_image ' src=\"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px.jpg\" alt='Florian Tress' title='Florian Tress'  height=\"300\" width=\"300\"  itemprop=\"thumbnailUrl\" srcset=\"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px.jpg 300w, https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px-80x80.jpg 80w, https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px-36x36.jpg 36w, https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2021\/11\/Florian-Tress_300px-180x180.jpg 180w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-3425kwe-25f7ad4d604af78c44e3b10080aa0ed0\">\n.flex_column.av-3425kwe-25f7ad4d604af78c44e3b10080aa0ed0{\nborder-radius:0px 10px 10px 0px;\npadding:20px 20px 20px 20px;\n}\n<\/style>\n<div  class='flex_column av-3425kwe-25f7ad4d604af78c44e3b10080aa0ed0 av_one_third  avia-builder-el-47  el_after_av_one_full  el_before_av_one_third  first flex_column_div  column-top-margin'     ><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2odssku-8163e83cb2b11191bbac0ab7bddee273\">\n.flex_column.av-2odssku-8163e83cb2b11191bbac0ab7bddee273{\nborder-radius:0px 10px 10px 0px;\npadding:20px 20px 20px 20px;\n}\n<\/style>\n<div  class='flex_column av-2odssku-8163e83cb2b11191bbac0ab7bddee273 av_one_third  avia-builder-el-48  el_after_av_one_third  el_before_av_one_third  flex_column_div  column-top-margin'     ><section  class='av_textblock_section av-1py1vl6-1a9e06e7fd6e03415939a694ed9e9e48 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p style=\"text-align: center;\"><strong style=\"font-size: 25px; line-height: 1.5em;\">Florian Tress<\/strong><br \/>\n<span style=\"color: black; font-size: 19px;\">Senior UX Researcher<\/span><\/p>\n<\/div><\/section><br \/>\n<\/p><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-22zsvwu-4be093a82448915b796736e67cec6662\">\n.flex_column.av-22zsvwu-4be093a82448915b796736e67cec6662{\nborder-radius:0px 10px 10px 0px;\npadding:20px 20px 20px 20px;\n}\n<\/style>\n<div  class='flex_column av-22zsvwu-4be093a82448915b796736e67cec6662 av_one_third  avia-builder-el-51  el_after_av_one_third  avia-builder-el-last  flex_column_div  column-top-margin'     ><\/div><\/div><\/div><\/div><!-- close content main div --><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1t5o9am-c3cc0360c62e19dbbec869b704148e4a\">\n.avia-section.av-1t5o9am-c3cc0360c62e19dbbec869b704148e4a{\nbackground-color:#ffffff;\nbackground-image:unset;\n}\n.avia-section.av-1t5o9am-c3cc0360c62e19dbbec869b704148e4a .av-extra-border-element .av-extra-border-inner{\nbackground-color:#000000;\n}\n<\/style>\n<div id='av_section_13'  class='avia-section av-1t5o9am-c3cc0360c62e19dbbec869b704148e4a main_color avia-section-default avia-no-border-styling  avia-builder-el-52  el_after_av_section  el_before_av_section  avia-bg-style-scroll av-minimum-height av-minimum-height-custom av-height-custom  container_wrap fullsize'   data-av_minimum_height_px='100'><div class='container av-section-cont-open' style='height:100px'><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-1comdm6-37135586b13bfdd6e826e0abf00911bc\">\n#top .hr.hr-invisible.av-1comdm6-37135586b13bfdd6e826e0abf00911bc{\nmargin-top:0px;\nheight:1px;\n}\n<\/style>\n<div  class='hr av-1comdm6-37135586b13bfdd6e826e0abf00911bc hr-invisible  avia-builder-el-53  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<\/p>\n<\/div><\/div><\/div><!-- close content main div --><\/div><div class='av-extra-border-element border-extra-diagonal border-extra-diagonal-inverse '><div class='av-extra-border-outer'><div class='av-extra-border-inner'><\/div><\/div><\/div><\/div>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-pwdhhq-73f66dbc40f6e5816fb22c9f3b7d158a\">\n.avia-section.av-pwdhhq-73f66dbc40f6e5816fb22c9f3b7d158a{\nbackground-color:#020202;\nbackground-image:unset;\n}\n<\/style>\n<div id='av_section_14'  class='avia-section av-pwdhhq-73f66dbc40f6e5816fb22c9f3b7d158a main_color avia-section-default avia-no-border-styling  avia-builder-el-54  el_after_av_section  avia-builder-el-last  avia-bg-style-scroll av-minimum-height av-minimum-height-custom av-height-custom  container_wrap fullsize'   data-av_minimum_height_px='0'><div class='container av-section-cont-open' style='height:0px'><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-31310'><div class='entry-content-wrapper clearfix'>\n","protected":false},"excerpt":{"rendered":"<p>When using a product or service today, there is often a long chain of different touchpoints: Advertisements, the website, customer service and, of course, the product itself. From the user&#8217;s point of view, however, these touchpoints are often unconnected and inconsistent. Expectations are often raised that cannot be met later, leading to confusion or frustration.<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":31329,"menu_order":100,"comment_status":"closed","ping_status":"closed","template":"","meta":{"inline_featured_image":false,"footnotes":""},"class_list":["post-31310","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Journey Mapping | SKOPOS NOVA<\/title>\n<meta name=\"description\" content=\"\u25baCustomer Journey Mapping \u25baUX Strategy\u25baUX Tests \u25baUX Consulting \u25baUX Exploration \u25baUX Communities \u25baUX Evaluation\" \/>\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.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey Mapping | SKOPOS NOVA\" \/>\n<meta property=\"og:description\" content=\"\u25baCustomer Journey Mapping \u25baUX Strategy\u25baUX Tests \u25baUX Consulting \u25baUX Exploration \u25baUX Communities \u25baUX Evaluation\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping\" \/>\n<meta property=\"og:site_name\" content=\"SKOPOS NOVA - UX Research &amp; Workshops\" \/>\n<meta property=\"article:modified_time\" content=\"2026-06-17T08:53:16+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2020\/10\/astronaut.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"357\" \/>\n\t<meta property=\"og:image:height\" content=\"419\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\\\/ux-exploration\\\/customer-journey-mapping\",\"url\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\\\/ux-exploration\\\/customer-journey-mapping\",\"name\":\"Customer Journey Mapping | SKOPOS NOVA\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en#website\"},\"datePublished\":\"2024-12-02T11:12:47+00:00\",\"dateModified\":\"2026-06-17T08:53:16+00:00\",\"description\":\"\u25baCustomer Journey Mapping \u25baUX Strategy\u25baUX Tests \u25baUX Consulting \u25baUX Exploration \u25baUX Communities \u25baUX Evaluation\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\\\/ux-exploration\\\/customer-journey-mapping#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\\\/ux-exploration\\\/customer-journey-mapping\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\\\/ux-exploration\\\/customer-journey-mapping#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Startseite\",\"item\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/skopos-nova\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Services\",\"item\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"UX Exploration\",\"item\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\\\/services\\\/ux-exploration\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"Customer Journey Mapping\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en#website\",\"url\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\",\"name\":\"SKOPOS NOVA - UX Research &amp; Workshops\",\"description\":\"UX Research &amp; Workshops\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en#organization\"},\"alternateName\":\"SKOPOS NOVA\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.skopos-nova.de\\\/en?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en#organization\",\"name\":\"SKOPOS NOVA GmbH\",\"alternateName\":\"SKOPOS NOVA\",\"url\":\"https:\\\/\\\/www.skopos-nova.de\\\/en\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.skopos-nova.de\\\/wp-content\\\/uploads\\\/2020\\\/11\\\/nova_logo.png\",\"contentUrl\":\"https:\\\/\\\/www.skopos-nova.de\\\/wp-content\\\/uploads\\\/2020\\\/11\\\/nova_logo.png\",\"width\":300,\"height\":90,\"caption\":\"SKOPOS NOVA GmbH\"},\"image\":{\"@id\":\"https:\\\/\\\/www.skopos-nova.de\\\/en#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Journey Mapping | SKOPOS NOVA","description":"\u25baCustomer Journey Mapping \u25baUX Strategy\u25baUX Tests \u25baUX Consulting \u25baUX Exploration \u25baUX Communities \u25baUX Evaluation","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.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping","og_locale":"en_US","og_type":"article","og_title":"Customer Journey Mapping | SKOPOS NOVA","og_description":"\u25baCustomer Journey Mapping \u25baUX Strategy\u25baUX Tests \u25baUX Consulting \u25baUX Exploration \u25baUX Communities \u25baUX Evaluation","og_url":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping","og_site_name":"SKOPOS NOVA - UX Research &amp; Workshops","article_modified_time":"2026-06-17T08:53:16+00:00","og_image":[{"width":357,"height":419,"url":"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2020\/10\/astronaut.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping","url":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping","name":"Customer Journey Mapping | SKOPOS NOVA","isPartOf":{"@id":"https:\/\/www.skopos-nova.de\/en#website"},"datePublished":"2024-12-02T11:12:47+00:00","dateModified":"2026-06-17T08:53:16+00:00","description":"\u25baCustomer Journey Mapping \u25baUX Strategy\u25baUX Tests \u25baUX Consulting \u25baUX Exploration \u25baUX Communities \u25baUX Evaluation","breadcrumb":{"@id":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration\/customer-journey-mapping#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Startseite","item":"https:\/\/www.skopos-nova.de\/en\/skopos-nova"},{"@type":"ListItem","position":2,"name":"Services","item":"https:\/\/www.skopos-nova.de\/en\/services"},{"@type":"ListItem","position":3,"name":"UX Exploration","item":"https:\/\/www.skopos-nova.de\/en\/services\/ux-exploration"},{"@type":"ListItem","position":4,"name":"Customer Journey Mapping"}]},{"@type":"WebSite","@id":"https:\/\/www.skopos-nova.de\/en#website","url":"https:\/\/www.skopos-nova.de\/en","name":"SKOPOS NOVA - UX Research &amp; Workshops","description":"UX Research &amp; Workshops","publisher":{"@id":"https:\/\/www.skopos-nova.de\/en#organization"},"alternateName":"SKOPOS NOVA","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.skopos-nova.de\/en?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.skopos-nova.de\/en#organization","name":"SKOPOS NOVA GmbH","alternateName":"SKOPOS NOVA","url":"https:\/\/www.skopos-nova.de\/en","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.skopos-nova.de\/en#\/schema\/logo\/image\/","url":"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2020\/11\/nova_logo.png","contentUrl":"https:\/\/www.skopos-nova.de\/wp-content\/uploads\/2020\/11\/nova_logo.png","width":300,"height":90,"caption":"SKOPOS NOVA GmbH"},"image":{"@id":"https:\/\/www.skopos-nova.de\/en#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/pages\/31310","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/comments?post=31310"}],"version-history":[{"count":8,"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/pages\/31310\/revisions"}],"predecessor-version":[{"id":34852,"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/pages\/31310\/revisions\/34852"}],"up":[{"embeddable":true,"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/pages\/31329"}],"wp:attachment":[{"href":"https:\/\/www.skopos-nova.de\/en\/wp-json\/wp\/v2\/media?parent=31310"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}