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Once you have segmented your users, you can start identifying the stages and touchpoints of their journeys. A stage is a high-level phase of the user experience, such as awareness, consideration, purchase, or retention. A touchpoint is a specific interaction or point of contact between the user and your product or service, such as a website, an app, a call center, or a physical store. To identify the stages and touchpoints, you can use tools such as customer journey maps, service blueprints, or experience maps. These tools help you visualize and document the user journey from different perspectives, such as actions, emotions, channels, pain points, and opportunities. (责任编辑：) |