Customer Journey Design – How should you start planning the customer journey?
The first step in creating a website is to create a primary goal (CTA) which can include:
- Direct purchases
- Customer service
- Booking a demo
- Service demonstrations
- Discoverability (contact information, map)
The customer journey to the primary goal usually starts from the main visual element of the home page, i.e., the hero banner.
Secondary goals are detours to the primary goal. These can be, for example, reference stories, videos, or other materials that support the customer journey and provide easy access back to the primary path.