Steve Jobs said, “You’ve got to start with the customer experience and work back toward the technology, not the other way around.”

Customer journey or interaction maps are a powerful tool — used to visualize, dissect and optimize each phase of the current state customer/supporter experience.

Journey maps provide perspective and allow teams to review and identify where users drop off. Building a map for your products, donation forms or service requests will help point out pitfalls where a customer may need more or a new type of engagement.