Know your Customer :For Customer Come First

3 min readMar 14, 2021

Hi My name is Nicholas. Welcome to my blog. This week I would like to share with you my experience of using the Wondershare EdrawMax Tool as I was developing Customer Journey Map for one of the SME’s Called Stangen, an insurers.

In general Terms, Customer Journey comprises of the following:

However, in the Insurance industry the customer experience trends I have observed in South Africa life insurers. Because each customer has different needs and journey, creating buyers Persona its very important.

My experience using the Wondershare EdrawMax Tool

For past years, I have been using Microsoft Visio to design all my diagrams and customer engagements, unfortunately this has not been an easy journey as the tool is Microsoft desktop based program and its doe s not support online editing and collaboration.

However, for Wondershare EdrawMax tool, its very flexible to use with a a lot of templates available to choose from. To create Customer Journey Map in order to have conversion with the customers, its very important to have a flexible tool that is easy to use, and has the flexibility to make changes at any point in time and this tool really achieve that. I find the tool very useful for customer engagement and presentations, it brings a new life

some of the advantages I found using the tool is that it come with it a lot of templates that helps as a starting point for any project. It has various library of shapes and backgrounds that makes it quite simply and quick to add components to your page.

Below description an Example of Customer Journey Map

Firstly customer journey mapping meeting revealed all the customer pain areas and every touchpoint I needed to identify. Touch point meaning any interaction the user has with Stangen business product, Services or brand and identified those moments of truth emotions , whether customers are either happy or frustrated about Stangen product or services and that’s really important to identify them.

During this process I identified that, Customers are frustrated about the current claim process.