{"id":403,"date":"2026-03-25T21:44:01","date_gmt":"2026-03-25T21:44:01","guid":{"rendered":"https:\/\/www.go-minder.com\/tw\/planning-customer-journey-mapping-project\/"},"modified":"2026-03-25T21:44:01","modified_gmt":"2026-03-25T21:44:01","slug":"planning-customer-journey-mapping-project","status":"publish","type":"post","link":"https:\/\/www.go-minder.com\/tw\/planning-customer-journey-mapping-project\/","title":{"rendered":"\u5168\u9762\u6307\u5357\uff1a\u5f9e\u96f6\u958b\u59cb\u898f\u5283\u5ba2\u6236\u65c5\u7a0b\u5730\u5716\u5c08\u6848"},"content":{"rendered":"<p>\u5efa\u7acb\u5ba2\u6236\u65c5\u7a0b\u5730\u5716\u4e0d\u50c5\u50c5\u662f\u5728\u767d\u677f\u4e0a\u756b\u4e00\u689d\u7dda\u9019\u9ebc\u7c21\u55ae\u3002\u9019\u662f\u4e00\u9805\u6230\u7565\u6027\u7684\u5de5\u4f5c\uff0c\u9700\u8981\u6df1\u5165\u7684\u7814\u7a76\u3001\u8de8\u90e8\u9580\u7684\u5354\u4f5c\uff0c\u4ee5\u53ca\u5c0d\u4ea4\u6613\u80cc\u5f8c\u4eba\u985e\u884c\u70ba\u7684\u627f\u8afe\u3002\u82e5\u57f7\u884c\u5f97\u7576\uff0c\u6b64\u904e\u7a0b\u5c07\u63ed\u793a\u95dc\u65bc\u4f7f\u7528\u8005\u5982\u4f55\u8207\u60a8\u7684\u54c1\u724c\u4e92\u52d5\u3001\u4ed6\u5011\u5728\u54ea\u4e9b\u5730\u65b9\u9047\u5230\u969c\u7919\uff0c\u4ee5\u53ca\u5728\u54ea\u88e1\u7372\u5f97\u6109\u6085\u7684\u95dc\u9375\u6d1e\u5bdf\u3002\u672c\u6307\u5357\u63d0\u4f9b\u4e86\u4e00\u5957\u7d50\u69cb\u5316\u7684\u65b9\u6cd5\uff0c\u5354\u52a9\u60a8\u5f9e\u96f6\u958b\u59cb\u898f\u5283\u5ba2\u6236\u65c5\u7a0b\u5730\u5716\u5c08\u6848\u3002<\/p>\n<p>\u7121\u8ad6\u60a8\u662f\u60f3\u6539\u5584\u67d0\u500b\u7279\u5b9a\u63a5\u89f8\u9ede\uff0c\u9084\u662f\u5168\u9762\u91cd\u69cb\u60a8\u7684\u5ba2\u6236\u9ad4\u9a57\u7b56\u7565\uff0c\u57fa\u790e\u90fd\u662f\u4e00\u6a23\u7684\u3002\u60a8\u9700\u8981\u660e\u78ba\u7684\u76ee\u6a19\u3001\u53d6\u5f97\u6b63\u78ba\u7684\u8cc7\u6599\uff0c\u4ee5\u53ca\u4e00\u652f\u5c08\u6ce8\u65bc\u57f7\u884c\u767c\u73fe\u6210\u679c\u7684\u5718\u968a\u3002\u672c\u6587\u6a94\u6982\u8ff0\u4e86\u898f\u5283\u904e\u7a0b\u4e2d\u7684\u95dc\u9375\u968e\u6bb5\uff0c\u78ba\u4fdd\u60a8\u907f\u958b\u5e38\u898b\u9677\u9631\uff0c\u4e26\u5efa\u7acb\u80fd\u5e36\u4f86\u5be6\u969b\u5546\u696d\u50f9\u503c\u7684\u5730\u5716\u3002<\/p>\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter\"><img alt=\"Whimsical infographic illustrating the 7-phase customer journey mapping process: defining scope and persona objectives, assembling cross-functional teams, collecting quantitative and qualitative research data, drafting journey maps with emotional curves and touchpoints, identifying friction points and opportunities, creating implementation roadmaps with action items, and monitoring metrics for iteration\u2014presented as a playful winding path with illustrated characters, icons, and soft pastel hand-drawn style for UX strategy and customer experience planning\" decoding=\"async\" src=\"https:\/\/www.go-minder.com\/wp-content\/uploads\/2026\/03\/customer-journey-mapping-7-phases-whimsical-infographic.jpg\"\/><\/figure>\n<\/div>\n<h2>\u7b2c\u4e00\u968e\u6bb5\uff1a\u5b9a\u7fa9\u7bc4\u570d\u8207\u76ee\u6a19 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\u5167\u90e8\u77e5\u8b58<\/h3>\n<p>\u4e0d\u8981\u5ffd\u8996\u60a8\u54e1\u5de5\u6240\u638c\u63e1\u7684\u6d1e\u5bdf\u3002\u4e00\u7dda\u54e1\u5de5\u901a\u5e38\u6700\u4e86\u89e3\u5ba2\u6236\u7684\u75db\u9ede\u3002\u8209\u8fa6\u5167\u90e8\u5de5\u4f5c\u574a\u6216\u5c0d\u652f\u63f4\u4eba\u54e1\u3001\u92b7\u552e\u4ee3\u8868\u548c\u5e33\u6236\u7d93\u7406\u9032\u884c\u8a2a\u8ac7\uff0c\u4ee5\u6355\u6349\u7d44\u7e54\u7684\u77e5\u8b58\u3002<\/p>\n<h2>\u7b2c\u56db\u968e\u6bb5\uff1a\u8349\u64ec\u65c5\u7a0b\u5730\u5716 \ud83d\udcdd<\/h2>\n<p>\u638c\u63e1\u8cc7\u6599\u5f8c\uff0c\u60a8\u4fbf\u53ef\u4ee5\u958b\u59cb\u69cb\u5efa\u65c5\u7a0b\u7684\u8996\u89ba\u5316\u5448\u73fe\u3002\u6b64\u968e\u6bb5\u6d89\u53ca\u5c07\u8cc7\u8a0a\u6574\u7406\u6210\u908f\u8f2f\u6d41\u7a0b\u3002\u96d6\u7136\u5de5\u5177\u5404\u7570\uff0c\u4f46\u5167\u5bb9\u7d50\u69cb\u4fdd\u6301\u4e00\u81f4\u3002<\/p>\n<h3>4.1 \u5b9a\u7fa9\u968e\u6bb5<\/h3>\n<p>\u5c07\u65c5\u7a0b\u5283\u5206\u70ba\u4e0d\u540c\u7684\u968e\u6bb5\u3002\u9019\u4e9b\u968e\u6bb5\u61c9\u53cd\u6620\u4f7f\u7528\u8005\u7d93\u9a57\u7684\u81ea\u7136\u767c\u5c55\u904e\u7a0b\u3002\u5e38\u898b\u7684\u968e\u6bb5\u5305\u62ec\uff1a<\/p>\n<ul>\n<li><strong>\u89ba\u5bdf\uff1a<\/strong> \u4f7f\u7528\u8005\u767c\u73fe\u60a8\u7684\u54c1\u724c\u3002<\/li>\n<li><strong> \u8003\u616e\uff1a<\/strong> \u4f7f\u7528\u8005\u8a55\u4f30\u60a8\u7684\u7522\u54c1\u6216\u670d\u52d9\u3002<\/li>\n<li><strong> \u8cb7\u53d6\uff1a<\/strong> \u4f7f\u7528\u8005\u5b8c\u6210\u8cfc\u8cb7\u6216\u8a3b\u518a\u3002<\/li>\n<li><strong> \u7559\u5b58\uff1a<\/strong> \u4f7f\u7528\u8005\u6301\u7e8c\u53c3\u8207\u3002<\/li>\n<li><strong> \u5021\u8b70\uff1a<\/strong> \u4f7f\u7528\u8005\u5411\u4ed6\u4eba\u63a8\u85a6\u60a8\u3002<\/li>\n<\/ul>\n<h3>4.2 \u8a2d\u5b9a\u63a5\u89f8\u9ede<\/h3>\n<p>\u91dd\u5c0d\u6bcf\u500b\u968e\u6bb5\uff0c\u5217\u51fa\u4f7f\u7528\u8005\u8207\u60a8\u7d44\u7e54\u4e4b\u9593\u7684\u5177\u9ad4\u4e92\u52d5\u3002\u63a5\u89f8\u9ede\u662f\u6307\u4efb\u4f55\u63a5\u89f8\u9ede\uff0c\u7121\u8ad6\u662f\u6578\u4f4d\u6216\u5be6\u9ad4\u3002\u7bc4\u4f8b\u5305\u62ec\uff1a<\/p>\n<ul>\n<li>\u5728\u793e\u4ea4\u5a92\u9ad4\u4e0a\u89c0\u770b\u5ee3\u544a\u3002<\/li>\n<li>\u5728\u7db2\u7ad9\u4e0a\u95b1\u8b80\u7522\u54c1\u8aaa\u660e\u3002<\/li>\n<li>\u8207\u92b7\u552e\u4ee3\u8868\u5c0d\u8a71\u3002<\/li>\n<li>\u6536\u5230\u78ba\u8a8d\u90f5\u4ef6\u3002<\/li>\n<li>\u4f7f\u7528\u7522\u54c1\u6216\u670d\u52d9\u3002<\/li>\n<li>\u806f\u7e6b\u5ba2\u6236\u652f\u63f4\u3002<\/li>\n<\/ul>\n<h3>4.3 \u6355\u6349\u60c5\u7dd2\u8207\u75db\u9ede<\/h3>\n<p>\u5730\u5716\u6700\u6709\u50f9\u503c\u7684\u90e8\u5206\u662f\u60c5\u7dd2\u66f2\u7dda\u3002\u5728\u6bcf\u500b\u63a5\u89f8\u9ede\u4e0a\u6a19\u793a\u4f7f\u7528\u8005\u7684\u611f\u53d7\u3002\u4f7f\u7528\u91cf\u8868\u4f86\u8868\u793a\u6eff\u610f\u7a0b\u5ea6\u3002\u540c\u6642\u660e\u78ba\u6a19\u793a\u75db\u9ede\u3002\u8acb\u554f\uff1a<\/p>\n<ul>\n<li>\u4f7f\u7528\u8005\u5728\u54ea\u88e1\u611f\u5230\u56f0\u60d1\uff1f<\/li>\n<li>\u4ed6\u5011\u5728\u54ea\u88e1\u9047\u5230\u5ef6\u9072\uff1f<\/li>\n<li>\u9019\u4e00\u6b65\u7f3a\u5c11\u54ea\u4e9b\u8cc7\u8a0a\uff1f<\/li>\n<\/ul>\n<h2>\u7b2c\u4e94\u968e\u6bb5\uff1a\u8b58\u5225\u6469\u64e6\u9ede\u8207\u6a5f\u6703 \ud83d\ude80<\/h2>\n<p>\u5730\u5716\u8349\u5716\u5b8c\u6210\u5f8c\uff0c\u771f\u6b63\u7684\u5de5\u4f5c\u624d\u958b\u59cb\uff1a\u5206\u6790\u3002\u5982\u679c\u7121\u6cd5\u5f9e\u5730\u5716\u4e2d\u63d0\u53d6\u6d1e\u898b\uff0c\u5730\u5716\u5c31\u6beb\u7121\u7528\u8655\u3002\u6b64\u968e\u6bb5\u6d89\u53ca\u5be9\u8996\u8996\u89ba\u8cc7\u6599\uff0c\u4ee5\u627e\u51fa\u53ef\u6539\u5584\u4e4b\u8655\u3002<\/p>\n<h3>5.1 \u5dee\u8ddd\u5206\u6790<\/h3>\n<p>\u5c07 <em>\u9810\u671f<\/em>\u65c5\u7a0b\u8207 <em>\u5be6\u969b<\/em>\u65c5\u7a0b\u9032\u884c\u6bd4\u8f03\u3002\u5c0b\u627e\u5dee\u7570\u4e4b\u8655\u3002\u82e5\u4f7f\u7528\u8005\u9810\u671f\u80fd\u5feb\u901f\u9000\u6b3e\uff0c\u4f46\u6d41\u7a0b\u537b\u9700\u6578\u9031\uff0c\u9019\u5c31\u662f\u4e00\u500b\u5dee\u8ddd\u3002\u82e5\u4f7f\u7528\u8005\u671f\u671b\u500b\u6027\u5316\u670d\u52d9\uff0c\u537b\u6536\u5230\u4e00\u5c01\u901a\u7528\u90f5\u4ef6\uff0c\u9019\u5c31\u662f\u932f\u5931\u7684\u6a5f\u6703\u3002\u52d9\u5fc5\u6e05\u695a\u8a18\u9304\u9019\u4e9b\u5dee\u8ddd\u3002<\/p>\n<h3>5.2 \u512a\u5148\u8655\u7406\u6539\u5584\u4e8b\u9805<\/h3>\n<p>\u4f60\u7121\u6cd5\u4e00\u6b21\u89e3\u6c7a\u6240\u6709\u554f\u984c\u3002\u4f7f\u7528\u512a\u5148\u6392\u5e8f\u6846\u67b6\u4f86\u6c7a\u5b9a\u61c9\u5148\u8655\u7406\u54ea\u4e9b\u554f\u984c\u3002\u8a55\u4f30\u6bcf\u500b\u4fee\u6b63\u7684\u5f71\u97ff\u529b\u8207\u6240\u9700\u52aa\u529b\u7a0b\u5ea6\u3002\u9ad8\u5f71\u97ff\u529b\u3001\u4f4e\u52aa\u529b\u7a0b\u5ea6\u7684\u6539\u8b8a\u61c9\u512a\u5148\u65bc\u9ad8\u5f71\u97ff\u529b\u3001\u9ad8\u52aa\u529b\u7a0b\u5ea6\u7684\u6539\u8b8a\u3002\u5e38\u898b\u7684\u512a\u5148\u6392\u5e8f\u56e0\u7d20\u5305\u62ec\uff1a<\/p>\n<ul>\n<li><strong>\u983b\u7387\uff1a<\/strong>\u6709\u591a\u5c11\u4f7f\u7528\u8005\u53d7\u5230\u5f71\u97ff\uff1f<\/li>\n<li><strong>\u56b4\u91cd\u7a0b\u5ea6\uff1a<\/strong>\u9019\u5c0d\u4f7f\u7528\u8005\u9ad4\u9a57\u7684\u5f71\u97ff\u6709\u591a\u5927\uff1f<\/li>\n<li><strong>\u6230\u7565\u5951\u5408\u5ea6\uff1a<\/strong>\u9019\u662f\u5426\u7b26\u5408\u7576\u524d\u7684\u696d\u52d9\u76ee\u6a19\uff1f<\/li>\n<\/ul>\n<h2>\u7b2c\u516d\u968e\u6bb5\uff1a\u898f\u5283\u8def\u5f91\u8207\u57f7\u884c \ud83d\udee0\ufe0f<\/h2>\n<p>\u6d1e\u898b\u5fc5\u9808\u8f49\u5316\u70ba\u884c\u52d5\u3002\u6b64\u968e\u6bb5\u9700\u5236\u5b9a\u8a08\u756b\u4ee5\u89e3\u6c7a\u5df2\u8b58\u5225\u7684\u5dee\u8ddd\u3002\u70ba\u6bcf\u4e00\u9805\u8a08\u756b\u6307\u6d3e\u8ca0\u8cac\u4eba\uff0c\u4ee5\u78ba\u4fdd\u8cac\u4efb\u660e\u78ba\u3002<\/p>\n<h3>6.1 \u88fd\u4f5c\u5177\u9ad4\u884c\u52d5\u9805\u76ee<\/h3>\n<p>\u5c07\u6d1e\u898b\u8f49\u5316\u70ba\u5177\u9ad4\u4efb\u52d9\u3002\u4f8b\u5982\uff0c\u82e5\u4f7f\u7528\u8005\u5728\u7d50\u5e33\u6d41\u7a0b\u4e2d\u611f\u5230\u56f0\u60d1\uff0c\u884c\u52d5\u9805\u76ee\u53ef\u80fd\u662f\u300c\u91cd\u65b0\u8a2d\u8a08\u7d50\u5e33\u8868\u55ae\u4ee5\u6e1b\u5c11\u6b04\u4f4d\u6578\u91cf\u300d\u3002\u78ba\u4fdd\u6bcf\u4e00\u9805\u4efb\u52d9\u90fd\u6709\u660e\u78ba\u8ca0\u8cac\u4eba\u8207\u622a\u6b62\u671f\u9650\u3002<\/p>\n<h3>6.2 \u8de8\u90e8\u9580\u5354\u8abf<\/h3>\n<p>\u8a31\u591a\u65c5\u7a0b\u6539\u5584\u9700\u8981\u8de8\u5718\u968a\u5354\u8abf\u3002\u4f8b\u5982\uff0c\u7db2\u7ad9\u7684\u8b8a\u66f4\u53ef\u80fd\u9700\u8981\u66f4\u65b0\u96fb\u5b50\u90f5\u4ef6\u884c\u92b7\u6d41\u7a0b\u3002\u53ec\u958b\u5354\u8abf\u6703\u8b70\uff0c\u78ba\u4fdd\u6240\u6709\u90e8\u9580\u90fd\u6e05\u695a\u81ea\u5df1\u5728\u57f7\u884c\u8a08\u756b\u4e2d\u7684\u89d2\u8272\u3002\u5728\u8a0e\u8ad6\u4e2d\uff0c\u4ee5\u65c5\u7a0b\u5730\u5716\u4f5c\u70ba\u5171\u540c\u53c3\u8003\u4f9d\u64da\u3002<\/p>\n<h2>\u7b2c\u4e03\u968e\u6bb5\uff1a\u76e3\u63a7\u8207\u8fed\u4ee3 \ud83d\udd04<\/h2>\n<p>\u65c5\u7a0b\u5730\u5716\u662f\u4e00\u4efd\u6301\u7e8c\u66f4\u65b0\u7684\u6587\u4ef6\u3002\u5ba2\u6236\u884c\u70ba\u6703\u6539\u8b8a\uff0c\u6280\u8853\u6703\u6f14\u9032\uff0c\u5e02\u5834\u74b0\u5883\u4e5f\u6703\u8b8a\u52d5\u3002\u4eca\u5929\u88fd\u4f5c\u7684\u5730\u5716\u53ef\u80fd\u516d\u500b\u6708\u5f8c\u5c31\u5df2\u904e\u6642\u3002\u5efa\u7acb\u5b9a\u671f\u5be9\u67e5\u6a5f\u5236\uff0c\u4ee5\u78ba\u4fdd\u5730\u5716\u4fdd\u6301\u76f8\u95dc\u6027\u3002<\/p>\n<h3>7.1 \u5b9a\u7fa9\u6210\u529f\u6307\u6a19<\/h3>\n<p>\u5728\u63a8\u51fa\u6539\u5584\u63aa\u65bd\u524d\uff0c\u5148\u5b9a\u7fa9\u5982\u4f55\u8861\u91cf\u6210\u529f\u3002\u5c07\u60a8\u7684\u884c\u52d5\u9805\u76ee\u8207\u5177\u9ad4\u6307\u6a19\u9023\u7d50\u3002\u82e5\u60a8\u5df2\u964d\u4f4e\u5165\u9580\u6d41\u7a0b\u4e2d\u7684\u6469\u64e6\uff0c\u5c31\u61c9\u8ffd\u8e64\u50f9\u503c\u7522\u751f\u6642\u9593\u6216\u555f\u7528\u7387\u3002\u5b9a\u671f\u6aa2\u8996\u9019\u4e9b\u6307\u6a19\uff0c\u4ee5\u78ba\u8a8d\u60a8\u7684\u6539\u8b8a\u78ba\u5be6\u7522\u751f\u9810\u671f\u6548\u679c\u3002<\/p>\n<h3>7.2 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