History of the term

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History of the term Customer Journey Map

The concept of User Journey emerged in the 1990s and 2000s, when the Internet, e-commerce, and digital marketing began to grow rapidly. The term began to be actively used in the US and Europe, where UX design and marketing were significantly developed due to the emergence of technology companies. As competition increased, businesses began to realize that a quality product alone was not enough. It was important to consider the entire process of user interaction with the brand.
The term is closely related to User Journey Mapping, which was popularized by the practice of User-Centered Design (UCD), which flourished in the 1990s. Foundational contributions were made by researchers such as Donald Norman, author of The Design of Everyday Things (1988), which emphasized the importance of designing around user needs.
The AIDA (Awareness, Interest, Desire, Action) model, first proposed lithuania email list by advertising expert Elias Lewis in 1898, became the prototype for modern customer journey analysis. In the digital age, it has evolved to include post-purchase stages.
Research in psychology and sociology has helped us understand how people make decisions, what factors influence their behavior, and how they perceive the world around them.
Design and marketing professionals have strived to create products and services that best meet the needs of users.
Service design methods, including the creation of customer journey maps, were actively developed in the 2000s thanks to consulting companies such as IDEO and Fjord.
In the early 2000s, with the rise of analytics and digital data, companies began tracking user behavior through web analytics, allowing them to analyze every step of interaction in detail.
Mapping tools such as Adobe XD, Miro, and specialized methodologies (such as Design Thinking) have made user journey analysis accessible and popular.
Analyzing user trajectories helped optimize marketing campaigns, business sales processes, and customer service.