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Customer Journey Mapping in Product Management

Customer journey mapping is a visual representation of the process a customer goes through to achieve a goal with your product or service. It helps in understanding the user experience at each touchpoint, identifying opportunities for improvement, and aligning the product strategy to meet customer needs.

Example

Spotify uses customer journey mapping to understand how users discover, use, and interact with their service. This insight helps Spotify to tailor its music recommendations, improve user interface, and create personalized playlists, enhancing the overall user experience.