The Website User Journey - and why it should be at the heart of your website.

‘User journey’, also known as ‘customer journey’ or user ‘user experience’, refers to the process or path that a user or customer takes when interacting with a product, service, or platform. It encompasses all the touchpoints and interactions between the user and the product, from the initial awareness stage to the final action or outcome.

Let’s think of a user journey like an adventure that you go on when you interact with a product or service. It's all about the steps you take and the experiences you have along the way. Imagine it as a roadmap of your interactions, from when you first discover something to when you achieve your goal.

Discovery

This is when you first hear about a product or service, maybe through ads or recommendations. Or perhaps you stumble across it on a site.

Research

You start digging deeper, looking for more information and comparing different options to see what suits you best.

Decision Time

You make up your mind and decide whether you want to go ahead with it or not.

Getting Started

You take the first steps to actually purchase or use the product or service.

Time to Shine

Now you're fully immersed, using the product or service to do what you wanted to accomplish. It's when things get exciting!

Help Is There

Sometimes, you might need a little assistance along the way. That's when you can reach out to customer support or find helpful guides to solve any issues.

Super Fan

If you have a great experience, you might become a loyal customer who keeps coming back and even tells your friends how awesome it is!

Understanding the user journey helps companies make things better for you. They can see where you might need more support or how they can improve the overall experience. So, it's all about making your journey easier, more enjoyable and successful!