Segment Hareem Mannan

Journey Map

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When it came time to establish usability metrics for Personas, I didn't know where to start. I realized we were missing an essential component that would help us visualize what metrics we wanted to track to ensure a seamless end-to-end customer experience: a journey map!

This map allowed us to get great visibility into the customer journey of setting up Segment, all the way through implementing Personas. We were able to identify key parts of the flow that might have had friction in setting up and were pivotal in getting users to the aha and habit moments sooner.

It's become a great framework for us to map projects to, identify metrics we want to move, and identify customer pain points from — and this is just the first iteration. I can't wait to revisit this in a few months and see what it looks like then!

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