Customer Journey Mapping for a Quality Management

UX Research - Service Design & Product Structuring

Dec 17

End-to-End Customer Journey Mapping for a Quality Management Platform

UX Research, Service Design & Product Structuring

A digital quality management platform was developed with a shared end-to-end Customer Journey framework. This framework, divided into four phases, mapped user actions, touchpoints, challenges, and emotional states to enhance usability and minimize cognitive load. By integrating UX, product management, and operational processes, this approach underscored the significance of intuitive navigation in intricate systems.