What is user journey and how it can help your business

We will know about user journey and how it can help your business.Come on?When you propose to sell a product or service, one of the most important points for your business to prosper is to know your target audience well . From there, you can predict consumer behavior at each stage of the purchase process to plan your actions. This path is known as the user journey or the purchase journey.

It encompasses from the moment when the potential customer does not even know very well that he wants or needs a certain product or service until the time when, finally, he makes the purchase. If you have or want to create a virtual store or any other type of business, you can greatly enrich your strategy by knowing the user’s journey in depth.

You may even notice that one visitor came to your site through a Google search and another saw a story on Instagram . But, so that you can better identify who found your brand in which situation, below we will know each step of this user’s purchase journey. Come on?

What is user journey and how it can help your business

1. Learning and discovery

At the beginning of the journey, our user does not necessarily know that he has a problem to be solved. He watches for signs while consuming online content and surfs social media, but still has no clear purchase intention.

So, if you sell over the internet , you need to make yourself noticed by your potential customers who are in that environment. However, as they still do not even know they need or want to buy something, there is no point in immediately offering a discounted product.

The idea, then, is that you produce relevant content on subjects that interest your audience and that have some relationship with your brand. For example, if you have a bikini e-commerce, you can create a blog and write posts on beach fashion trends.

To get to your article, consumers can search Google for trends, for example. In order for your content to be found in this search, your site’s SEO must be optimized.

2. Recognition

In the user’s journey, he has already gone through the first stage, got in touch with some content and now begins to recognize that he has a need that needs to be met. In the case of the example of the virtual bikini store, the internet user has already looked at some trends and begins to think: “man, I think my bikinis are all old and worn. I need a new one to go to the beach at Carnival ”.

Right now, more visual content and social media posts can help potential consumers better visualize what types of goods you sell, models and colors. The idea is to present what products you offer and can solve that problem that he identified.

3. Consideration

When considering the user’s journey, he has already decided that, most likely, he will make the purchase of the product he wants. At that point, he begins to actively research the solutions and compare features and prices.

At that time, it is up to your e-commerce to present offers in advertisements on social networks and on Google, a great service to solve any doubts of users who visit your virtual store, a good navigation in e-commerce and other types of benefits that highlight you. of competition .

Remember that the potential customer will be looking at both your solution and other options on the market. Depending on the product you sell, it is interesting until you register your e-commerce in price comparators , as many people use these tools at the time of consideration.

Regarding the navigation on your website, it will be optimized for mobile and desktop clients automatically according to the e-commerce platform you use. But don’t just rely on technology and create strategies to really captivate your site visitors in every aspect!

4. Decision

Once the decision is made, the user is reaching the end of the journey. After much research and comparison, it is decided what and in which store he will buy. If your job has been done well, the chosen e-commerce will be yours!

At this point, it is up to you to provide a good shopping experience to the customer. Provide a transparent checkout , good options for means of payment and shipping . After all, you don’t want the consumer to give up on you because of one detail!

5. Extra: after-sales

Here, the user’s journey at the time of purchase has ended. However, we bring an extra tip for a customer to buy from your store more often!

This is a good practice because, in general, the acquisition cost (CAC) of a new customer is usually higher than that of maintaining a customer who has already purchased in your e-commerce! Therefore, after-sales work must also be done with excellence.

To do this, offer support in case of problems and give tips on using the purchased product. In addition, you can send a discount coupon on the packaging, encouraging a new purchase in your e-commerce!


Knowing the user’s buying journey is essential for you to establish your marketing and sales strategies in an assertive way. That way, you optimize your resources, attract more visitors to your website and improve your e-commerce conversion rate

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