In what way can mapping the customer journey assist designers?

Mapping the customer journey is an essential practice in UX design as it helps visualize various customer interactions and experiences in a structured manner. This visualization allows designers to understand how customers engage with a product or service at different touchpoints, helping to identify pain points, moments of delight, and opportunities for improvement.

This holistic view of customer interactions can reveal gaps in the experience, inform design decisions, and guide enhancements to ensure a smoother, more satisfying user experience. By examining the journey from the perspective of the user, designers can empathize with customer perspectives and prioritize features or changes that align with users' needs and expectations, ultimately resulting in better-designed products and services.

The other options either limit the understanding of the user experience by focusing too narrowly on a single perspective or specific metrics, or they may confine the scope of research and development in ways that do not capture the breadth of user interactions across the entire journey.