{"id":789741,"date":"2022-04-07T11:30:43","date_gmt":"2022-04-07T11:30:43","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/musteri-yolculugu-kanvasi-aciklamasi\/"},"modified":"2022-04-07T11:30:43","modified_gmt":"2022-04-07T11:30:43","slug":"musteri-yolculugu-kanvasi-aciklamasi","status":"publish","type":"post","link":"https:\/\/qa-release.questionpro.com\/blog\/tr\/musteri-yolculugu-kanvasi-aciklamasi\/","title":{"rendered":"M\u00fc\u015fteri Yolculu\u011fu Kanvas\u0131 A\u00e7\u0131klamas\u0131"},"content":{"rendered":"Reading Time: <\/span> 3<\/span> minutes read<\/span><\/span>

Bir m\u00fc\u015fteri yolculu\u011fu tuvali olu\u015fturmak, m\u00fc\u015fterinin ihtiya\u00e7lar\u0131n\u0131 nas\u0131l kar\u015f\u0131layaca\u011f\u0131n\u0131z\u0131 anlaman\u0131n en iyi yoludur. Bunu \u015femala\u015ft\u0131rman\u0131n temel bir yolu, bir m\u00fc\u015fteri yolculu\u011fu<\/a> kullanmakt\u0131r. M\u00fc\u015fteri yolculu\u011fundaki farkl\u0131 a\u015famalar\u0131 ve ilgili kullan\u0131c\u0131 deneyimini haritaland\u0131rmak istiyorsan\u0131z, bir m\u00fc\u015fteri yolculu\u011fu tuvalini en iyi \u015fekilde nas\u0131l kullanaca\u011f\u0131n\u0131z\u0131 \u00f6\u011frenmek i\u00e7in okumaya devam edin.<\/span><\/p>\n

M\u00fc\u015fteri Yolculu\u011fu Tuvali Nedir?<\/span><\/h2>\n

M\u00fc\u015fteri yolculu\u011fu kanvas\u0131, kullan\u0131c\u0131n\u0131n \u00fcr\u00fcn\/hizmetiniz boyunca yapt\u0131\u011f\u0131 yolculu\u011fu belgeleyen bir panodur. Bir film \u015feridine benzer ve kullan\u0131c\u0131n\u0131z\u0131n farkl\u0131 a\u015famalardan ve duygulardan ge\u00e7ti\u011fi yolculu\u011fun haritas\u0131n\u0131 \u00e7\u0131kar\u0131r.<\/span><\/p>\n

M\u00fc\u015fteri yolculu\u011fu kanvas\u0131, m\u00fc\u015fteri yolculu\u011funa benzer. <\/span>
\n M\u00fc\u015fteri Yolculu\u011fu Haritas\u0131<\/span>
\n<\/a> ancak daha derine dalmadan \u00f6nce y\u00fczey seviyesindeki unsurlar\u0131 diyagramlar. Bu \u015fablonda, m\u00fc\u015fteri deneyimini olu\u015fturmak ve m\u00fc\u015fterinin nerede memnun oldu\u011funa dair bir fikir geli\u015ftirmek i\u00e7in yap\u0131\u015fkan notlar kullan\u0131rs\u0131n\u0131z.<\/span><\/p>\n

M\u00fc\u015fteri Yolculu\u011fu Tuvali Nas\u0131l Olu\u015fturulur?<\/span><\/h2>\n

M\u00fc\u015fteri yolculu\u011fu, m\u00fc\u015fterinizin yolculu\u011funu ve ana beklentilerini tan\u0131mlaman\u0131n basit bir yoludur. Bunu yaparken, m\u00fc\u015fteri deneyimlerini<\/a> do\u011fru bir \u015fekilde g\u00f6stermek i\u00e7in dahil etmeniz gereken birka\u00e7 gerekli a\u015fama vard\u0131r. Kendi m\u00fc\u015fteri yolculu\u011fu tuvalinizi olu\u015fturabilmeniz i\u00e7in bunlar\u0131 burada bir araya getirdik.<\/span><\/p>\n

Hedef Ki\u015fi<\/span><\/h3>\n

Bir m\u00fc\u015fteri yolculu\u011fu tuvali olu\u015fturman\u0131n ilk a\u015famas\u0131, hedefledi\u011finiz kullan\u0131c\u0131 personas\u0131n\u0131 vurgular. Personan\u0131z\u0131 tan\u0131mlamak hayati \u00f6nem ta\u015f\u0131r \u00e7\u00fcnk\u00fc neye odaklanaca\u011f\u0131n\u0131z\u0131, kullan\u0131c\u0131n\u0131n hedeflerini ve bunlar\u0131 nas\u0131l kar\u015f\u0131layaca\u011f\u0131n\u0131z\u0131 daraltacakt\u0131r.<\/span><\/p>\n

\u00d6nceden tan\u0131mlanm\u0131\u015f bir personan\u0131z varsa, buraya ekleyebilir ve bir persona olu\u015fturman\u0131z gerekiyorsa, bir persona haritas\u0131 kullanabilirsiniz.<\/span><\/p>\n

A\u015famalar<\/span><\/h3>\n

A\u015famalar b\u00f6l\u00fcm\u00fc, m\u00fc\u015fterinin \u00fcr\u00fcn\u00fcn\u00fcz\/hizmetinizle etkile\u015fime girdi\u011fi yolculuktaki her a\u015famay\u0131 listeledi\u011finiz yerdir. Bu a\u015famalar \u00e7ok a\u00e7\u0131klay\u0131c\u0131 olmal\u0131 ve kullan\u0131c\u0131n\u0131n tamamlanma yolundaki eylemlerini kaydetmelidir.<\/span><\/p>\n

Bu a\u015famalar yolculukta oldu\u011fu kadar m\u00fc\u015fteri i\u00e7in de kritik olmal\u0131d\u0131r. M\u00fc\u015fteri i\u00e7in neyin \u00f6nemli oldu\u011fu ile \u00fcr\u00fcnde neyin vurguland\u0131\u011f\u0131 aras\u0131nda bir uyumsuzluk varsa, buras\u0131 yolculu\u011funuzu yeniden d\u00fc\u015f\u00fcnmeniz gereken bir yerdir.<\/span><\/p>\n

M\u00fc\u015fteri \u0130htiya\u00e7lar\u0131<\/span><\/h3>\n

M\u00fc\u015fteri ihtiya\u00e7lar\u0131<\/a> b\u00f6l\u00fcm\u00fc \u00e7ok \u00f6nemlidir ve m\u00fc\u015fterinin etkile\u015fimlerinin bu a\u015famas\u0131ndan ne istedi\u011fini belirtmenizi ister. Bu, esas olarak eylemlerinde ortaya \u00e7\u0131kacakt\u0131r ve ihtiya\u00e7lar\u0131yla ilgili ne yapt\u0131klar\u0131na bakmak \u00e7ok \u00f6nemlidir.<\/span><\/p>\n

Buna ek olarak, m\u00fc\u015fteri ihtiya\u00e7lar\u0131n\u0131 analiz ederken iki \u015feyin vurgulanmas\u0131 kritik \u00f6nem ta\u015f\u0131r: niyet ve beklenti.<\/span><\/p>\n

M\u00fc\u015fteri niyeti, yaln\u0131zca tamamlanma yolunda ger\u00e7ekle\u015ftirdikleri eylemler de\u011fil, eylemlerinin ard\u0131ndaki nedenlerdir. Her bir eylemi motive eden nedir? Yapt\u0131klar\u0131 \u015feyi neden yap\u0131yorlar?<\/span><\/p>\n

Niyeti analiz ederken beklentileri de g\u00f6z \u00f6n\u00fcnde bulundurmal\u0131s\u0131n\u0131z. Kullan\u0131c\u0131 bir \u015fey yapt\u0131\u011f\u0131nda hangi sonucu bekliyor? Bu onlar\u0131n niyetleriyle \u00f6rt\u00fc\u015f\u00fcyor mu?<\/span><\/p>\n

Niyet ve beklentileri ele almak, m\u00fc\u015fterinin ihtiya\u00e7lar\u0131n\u0131 ayr\u0131\u015ft\u0131rmak i\u00e7in hayati \u00f6nem ta\u015f\u0131r.<\/span><\/p>\n

M\u00fc\u015fteri Deneyimi<\/span><\/h3>\n

Son olarak, a\u015famalara ve ihtiya\u00e7lara ba\u011fl\u0131 olarak, m\u00fc\u015fterinin genel deneyimini analiz etmelisiniz. Bu s\u00fcre\u00e7 esas olarak duygusal bir analizdir; mutlu, n\u00f6tr veya memnuniyetsiz olup olmad\u0131klar\u0131n\u0131 belirtir. Bu veriler genellikle kullan\u0131c\u0131 ara\u015ft\u0131rmas\u0131 ve \u00fcr\u00fcn geri bildirimi yoluyla toplan\u0131r.<\/span><\/p>\n

Bu verileri haritaland\u0131rd\u0131ktan sonra, m\u00fc\u015fterinizin \u00fcr\u00fcnden memnun oldu\u011fu noktalar\u0131 ve hangi par\u00e7alar\u0131n iyile\u015ftirilmesi gerekti\u011fini bileceksiniz. Bu bilgileri anlamak, ba\u015far\u0131l\u0131 ve g\u00fcvenilir bir marka olu\u015fturman\u0131n anahtar\u0131d\u0131r ve bir m\u00fc\u015fteri yolculu\u011fu kullanmak bu yolculu\u011fun ilk ad\u0131m\u0131d\u0131r.<\/span><\/p>\n

M\u00fc\u015fteri Yolculu\u011fu Kanvas \u015eablonu<\/h2>\n

A\u015fa\u011f\u0131da, kendi M\u00fc\u015fteri Yolculu\u011fu Haritan\u0131z\u0131 olu\u015fturmaya ba\u015flaman\u0131z ve m\u00fc\u015fteriyle temas etti\u011finiz her noktada iyile\u015ftirmeniz gereken noktalar\u0131 belirlemeniz i\u00e7in size \u00f6rnek te\u015fkil edebilecek bir \u015fablon sunuyoruz.<\/p>\n

\"m\u00fc\u015fteri<\/p>\n

M\u00fc\u015fteri yolculu\u011fu kanvas\u0131n\u0131 buradan indirin<\/strong><\/a><\/p>\n

M\u00fc\u015fteri Yolculu\u011fu Tuvali \u0130pu\u00e7lar\u0131<\/span><\/h2>\n

Bir m\u00fc\u015fteri yolculu\u011fu haritas\u0131 \u00e7\u0131karmad\u0131ysan\u0131z, bunu yapmak g\u00f6z korkutucu gelebilir. Pratik bir m\u00fc\u015fteri yolculu\u011fu tuvali olu\u015fturdu\u011funuzdan emin olmak i\u00e7in bu ipu\u00e7lar\u0131n\u0131 izleyin.<\/span><\/p>\n

Ara\u015ft\u0131rman\u0131z\u0131 Yap\u0131n<\/span><\/h3>\n

Ara\u015ft\u0131rma yapmak, bir m\u00fc\u015fteri yolculu\u011fu kanvas\u0131nda takip eden her \u015feyin \u00f6z\u00fcd\u00fcr. M\u00fc\u015fterinin ne deneyimledi\u011fini d\u00fc\u015f\u00fcnd\u00fc\u011f\u00fcn\u00fcz\u00fc basit\u00e7e haritaland\u0131ramazs\u0131n\u0131z. \u0130htiya\u00e7lar\u0131n\u0131 yeterince kar\u015f\u0131layabilmek i\u00e7in m\u00fc\u015fterinin ne hissetti\u011fini ve neler ya\u015fad\u0131\u011f\u0131n\u0131 onlardan \u00f6\u011frenmeniz gerekir.<\/span><\/p>\n

Bir m\u00fc\u015fteri yolculu\u011fu tuvali olu\u015ftururken, ara\u015ft\u0131rman\u0131z\u0131 eksik b\u0131rakmay\u0131n.<\/span><\/p>\n

Bir Personaya Odaklan\u0131n<\/span><\/h3>\n

Bir yolculuk haritas\u0131 olu\u015ftururken, hata yapmak ve geni\u015f bir kullan\u0131c\u0131 taban\u0131na odaklanmak kolay olabilir. Etkili olabilmesi i\u00e7in bunun tam tersini yapman\u0131z gerekir.<\/span><\/p>\n

B\u00fcy\u00fck bir kullan\u0131c\u0131 grubuna odaklanmak yerine, belirli bir ki\u015fiyi hedeflemek ve sorunlar\u0131n\u0131 hafifletmek genellikle daha etkilidir. Benzer endi\u015feleri dile getiren b\u00fcy\u00fck bir kullan\u0131c\u0131 grubuna sahip de\u011filseniz, genellikle en iyisi dar kapsaml\u0131 ba\u015flay\u0131p oradan geni\u015fletmektir.<\/span><\/p>\n

Varsay\u0131mlar\u0131n\u0131z\u0131 Haritaland\u0131rmay\u0131 Deneyin<\/span><\/h3>\n

Haritan\u0131z\u0131 personan\u0131za odaklamakta zorlan\u0131yorsan\u0131z, bunun nedeni varsay\u0131mlar\u0131n\u0131z\u0131n yolunuza \u00e7\u0131k\u0131yor olmas\u0131 olabilir. Daha \u00f6nce de belirtti\u011fimiz gibi, bu haritalar\u0131 varsay\u0131mlara dayal\u0131 olarak olu\u015fturmak tehlikelidir \u00e7\u00fcnk\u00fc nadiren do\u011fru olacaklard\u0131r.<\/span><\/p>\n

Bu durumda, ki\u015fisel\/payla\u015f\u0131lan varsay\u0131mlar\u0131n\u0131z i\u00e7in ba\u015fka bir sat\u0131r olu\u015fturmay\u0131 deneyin. Bu, onlar\u0131 m\u00fc\u015fteriden gelen ger\u00e7ek geri bildirimlerle kar\u015f\u0131la\u015ft\u0131rman\u0131za ve herhangi bir tutars\u0131zl\u0131\u011f\u0131 belirlemenize yard\u0131mc\u0131 olacakt\u0131r.<\/span><\/p>\n

M\u00fc\u015fteri \u0130htiya\u00e7lar\u0131yla Yetinmeyin<\/span><\/h3>\n

Tuval burada durur, ancak optimizasyon durmamal\u0131d\u0131r. M\u00fc\u015fterinin neye ihtiyac\u0131 oldu\u011funu ve deneyimlerinin nerede eksik oldu\u011funu belirledikten sonra, her a\u015famay\u0131 daha iyi hale getirmek i\u00e7in bir beyin f\u0131rt\u0131nas\u0131 oturumu d\u00fczenledi\u011finizden emin olun. Bu ayn\u0131 panoda veya farkl\u0131 bir al\u0131\u015ft\u0131rma olarak yap\u0131labilir, ancak her biri m\u00fc\u015fteri yolculu\u011funuzu denetlemek i\u00e7in sonraki ad\u0131mlar\u0131 etkili bir \u015fekilde olu\u015fturur.<\/span><\/p>\n

Sonu\u00e7<\/span><\/h2>\n

M\u00fc\u015fteri deneyiminizi denetlemeniz gerekiyorsa, bir m\u00fc\u015fteri yolculu\u011fu tuvali m\u00fckemmel bir ilk ad\u0131md\u0131r. Hakk\u0131nda daha fazla bilgi edinmek i\u00e7in <\/span>
\n yolculuk hari\u0307talamasi<\/span>
\n<\/a>CX’i iyile\u015ftirme hakk\u0131ndaki di\u011fer makalelerimize g\u00f6z at\u0131n.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"

Reading Time: <\/span> 3<\/span> minutes read<\/span><\/span> Bir m\u00fc\u015fteri yolculu\u011fu tuvali olu\u015fturmak, m\u00fc\u015fterinin ihtiya\u00e7lar\u0131n\u0131 nas\u0131l kar\u015f\u0131layaca\u011f\u0131n\u0131z\u0131 anlaman\u0131n en iyi yoludur. Bunu \u015femala\u015ft\u0131rman\u0131n temel bir yolu, bir m\u00fc\u015fteri […]<\/p>\n","protected":false},"author":49,"featured_media":707507,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[1192],"tags":[],"yoast_head":"\nM\u00fc\u015fteri Yolculu\u011fu Kanvas\u0131 A\u00e7\u0131klamas\u0131 | QuestionPro<\/title>\n<meta name=\"description\" content=\"M\u00fc\u015fteri yolculu\u011fu kanvas\u0131, kullan\u0131c\u0131n\u0131n \u00fcr\u00fcn\/hizmetiniz boyunca yapt\u0131\u011f\u0131 yolculu\u011fu belgeleyen bir panodur. 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