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Annie Everill

Marketing Executive

Jamie Gentile-Clarke

Managing Director

Matt Cooke

Website Manager

Nathan McEvoy-Swann

Head of Digital and CRM

Charita Chutoorgoon

What is e-commerce customer journey mapping?

Customer journey mapping is the process of creating a visual representation of the path a customer takes when interacting with your brand. This includes every stage, from awareness and consideration to purchase and retention. In ecommerce, this journey often takes place entirely online, across a variety of digital touchpoints including 

, checkout flows, and email communication. Mapping this journey helps brands understand customer needs, pain points, emotions, and behaviours at each step to allow them to notice gaps or friction points in the buying process that may be preventing conversions.

The importance of customer journey mapping

The ecommerce customer journey is rarely linear. Shoppers may enter your site through a 

 email, browse products, and finally make a purchase days later. Without a map to track these interactions, it’s nearly impossible to optimise this experience. This is where mapping comes in. Customer journey mapping helps ecommerce businesses in several key ways:

Wattbike

the human-led tech-enabled ecommerce agency

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Fitness

Website Development

Implementing scalable Shopify solutions for Wattbike’s new product launches

Parkside Tiles

Shopify design & build services

Retail

Ecommerce Design & Development

Refining online retail through a custom Shopify design and build for Parkside Tiles

Alert Electrical

SEO & PPC

Driving 20% revenue growth for Alert Electrical in just 3 months

Nottingham Lighting Centre

Home & Garden

Interiors

Building a scalable online presence for Nottingham Lighting Centre

David Morris

Jewellery

Luxury

David Morris x Japan: Building a Shopify store for the Japanese Luxury Jewellery Market

Alfresco Chic

How we delivered a 79.27% boost in conversions for Alfresco Chic through smart PPC

How to use ecommerce customer journey mapping