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Product Management vocabulary · Discovery & User Research

Customer journey

Meaning in product management, with examples

nounCommon term

In product management, customer journey means: All the steps and experiences a customer goes through with a product or company, from first hearing about it to buying, using, getting help and perhaps leaving.

In Turkish: müşteri yolculuğu, kullanıcı yolculuğu

How it is used

Teams draw customer journey maps to see where users struggle and where departments hand work over to each other. Common phrases: map the customer journey, a step in the journey, the end-to-end customer journey. Also called the user journey.

Example sentences

  1. When we mapped the customer journey, we saw that people wait four days for their first login email.

  2. Support sits at the end of the customer journey, but they hear about every problem.

Common collocations

  • customer journey map
  • map the customer journey
  • end-to-end customer journey
  • user journey
  • personaA realistic but invented profile of a typical user, based on research, that describes their goals, habits and problems so the team can design for them.
  • funnelThe series of steps users go through toward a goal, such as visit, sign up, activate and pay, with fewer users remaining at each step.
  • pain pointA specific problem, frustration or difficulty that users experience, which a product can solve or reduce.
  • user researchThe study of how real users behave, what they need and what problems they have, through methods such as interviews, surveys and usability tests.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Discovery & User Research

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