Customer Journey

A customer journey maps the entire experience from discovery through research, comparison, purchase, usage, and advocacy. While funnels focus on stage conversion rates, journeys detail customer emotions, actions, and touchpoints at each stage.

QR codes intervene at multiple stages: awareness (poster QR codes as first contact), consideration (package QR codes for details), purchase (QR code payment), usage (product QR codes for manuals), and advocacy (review page QR codes).

Journey mapping with explicit QR code roles identifies physical-digital disconnects. "Interested in-store but abandoned because re-searching at home was inconvenient" is solved by in-store QR codes bookmarking product pages.