How the Customer Journey Shapes Website Planning
A step-by-step guide to getting your website right
The customer journey is a vital part of website planning, because it shapes every experience a person has with a brand—from the first moment they discover it to the ongoing relationship after a purchase. When businesses truly understand and refine this journey, they create more meaningful connections, increase conversions, reduce frustration, and make customers feel valued at every step.
The customer journey can be split into these phases;
Unaware of any problem or your brand.
Problem aware – they know there's a problem.
Solution aware – they start looking for solutions.
Product aware – they start looking at products, hopefully yours!
Most aware – they've done their research and are now ready to buy…