{"id":789701,"date":"2023-02-19T15:42:44","date_gmt":"2023-02-19T22:42:44","guid":{"rendered":"https:\/\/www.questionpro.com\/blog\/duygusal-yolculuk-haritalama-nedir-nasil-olusturulur\/"},"modified":"2023-05-05T17:41:53","modified_gmt":"2023-05-05T17:41:53","slug":"duygusal-yolculuk-haritalama-nedir-nasil-olusturulur","status":"publish","type":"post","link":"https:\/\/www.questionpro.com\/blog\/tr\/duygusal-yolculuk-haritalama-nedir-nasil-olusturulur\/","title":{"rendered":"Duygusal Yolculuk Haritalama: Nedir + Nas\u0131l Olu\u015fturulur?"},"content":{"rendered":"\n<p>Tipik bir <a href=\"https:\/\/www.questionpro.com\/blog\/tr\/calisan-yolculugu-haritalama-nedir-ve-nasil-tasarlanir\/\">yolculuk haritas\u0131<\/a>, bir ki\u015finin bir hedefe ula\u015fmak i\u00e7in att\u0131\u011f\u0131 ad\u0131mlar\u0131n g\u00f6rsel bir temsilidir, ancak duygusal yolculuk haritas\u0131 bu eski tekni\u011fe yeni bir dokunu\u015f katar.<\/p>\n\n<p>Duygular, m\u00fc\u015fterinizin bir sat\u0131n alma i\u015flemini tamamlarken iyi, k\u00f6t\u00fc veya n\u00f6tr bir ruh halinde olup olmad\u0131\u011f\u0131n\u0131 belirlemenin m\u00fckemmel bir yoludur. Bu oyun de\u011fi\u015ftirici size bir yolculuk haritas\u0131n\u0131 nas\u0131l geli\u015ftirece\u011finizi \u00f6\u011fretecek.<\/p>\n\n<p>Bu blogda, duygusal yolculuk haritas\u0131n\u0131n ne oldu\u011funu ve i\u015fletmeniz i\u00e7in nas\u0131l olu\u015fturulaca\u011f\u0131n\u0131 \u00f6\u011frenece\u011fiz. Hadi ba\u015flayal\u0131m.<\/p>\n\n<h2 class=\"wp-block-heading\">Duygusal yolculuk haritalamas\u0131 nedir?<\/h2>\n\n<p>Duygusal yolculuk haritalama, m\u00fc\u015fterilerin veya kullan\u0131c\u0131lar\u0131n bir \u00fcr\u00fcn, hizmet veya marka ile etkile\u015fime girdiklerinde nas\u0131l hissettiklerini anlaman\u0131n ve izlemenin bir yoludur.<\/p>\n\n<p>Bu s\u00fcre\u00e7, m\u00fc\u015fterinin veya kullan\u0131c\u0131n\u0131n \u00fcr\u00fcn, hizmet veya marka ile olan temel temas noktalar\u0131n\u0131 veya etkile\u015fimlerini bulmay\u0131 ve m\u00fc\u015fterinin veya kullan\u0131c\u0131n\u0131n her temas noktas\u0131nda hissedebilece\u011fi duygular\u0131 belirlemeyi i\u00e7erir.<\/p>\n\n<p>Veriler, olumsuz duygular yaratabilecek ve olumlu duygular\u0131 art\u0131rmak i\u00e7in de\u011fi\u015ftirilebilecek <strong>m\u00fc\u015fteri deneyimi<\/strong> b\u00f6lgelerini ke\u015ffetmek i\u00e7in bir zaman \u00e7izelgesi veya ak\u0131\u015f \u015femas\u0131nda temsil edilir.<\/p>\n\n<p>\u0130\u015fletmelerin, m\u00fc\u015fterilerinin duygusal ihtiya\u00e7lar\u0131n\u0131 ve isteklerini anlayarak deneyimlerini nas\u0131l iyile\u015ftireceklerini belirlemelerine yard\u0131mc\u0131 olabilir.<\/p>\n\n<h2 class=\"wp-block-heading\">Duygusal yolculuk haritas\u0131n\u0131n \u00f6nemi<\/h2>\n\n<p>Duygusal yolculuk haritalamas\u0131, i\u015fletmelerin m\u00fc\u015fterilerin \u015firketle etkile\u015fimleri boyunca duygular\u0131n\u0131 ve deneyimlerini anlamalar\u0131na yard\u0131mc\u0131 olur. Baz\u0131 kilit \u00f6nemler a\u015fa\u011f\u0131da verilmi\u015ftir:<\/p>\n\n<ul>\n<li>Duygusal yolculuk haritalama, \u015firketlerin m\u00fc\u015fteri hayal k\u0131r\u0131kl\u0131\u011f\u0131n\u0131 ve belirsizli\u011fini tan\u0131mlamas\u0131na yard\u0131mc\u0131 olur. Bu veriler daha sonra m\u00fc\u015fteri deneyimini iyile\u015ftirmek i\u00e7in kullan\u0131labilir.<\/li>\n\n\n\n<li>\u015eirketler, duygusal yolculuk haritalar\u0131n\u0131 kullanarak \u00e7e\u015fitli m\u00fc\u015fteri segmentlerinin benzersiz duygusal ihtiya\u00e7lar\u0131n\u0131 daha iyi anlayabilir. Farkl\u0131 m\u00fc\u015fteri segmentleri i\u00e7in deneyimleri \u00f6zelle\u015ftirmek i\u00e7in kullan\u0131labilir.<\/li>\n\n\n\n<li>\u015eirketler, m\u00fc\u015fterilerin yolculuklar\u0131 boyunca ya\u015fad\u0131klar\u0131 duygu ve deneyimleri anlayarak daha g\u00fc\u00e7l\u00fc ve anlaml\u0131 ili\u015fkiler geli\u015ftirebilir. Burada, a\u015fa\u011f\u0131da duygusal yolculuk haritas\u0131n\u0131n baz\u0131 kilit \u00f6nemlerini tart\u0131\u015faca\u011f\u0131z:<\/li>\n<\/ul>\n\n<h2 class=\"wp-block-heading\">Duygusal yolculuk haritas\u0131 nas\u0131l olu\u015fturulur?<\/h2>\n\n<p>Duygusal yolculuk haritalar\u0131 m\u00fc\u015fteri yolculuklar\u0131n\u0131 g\u00f6sterir. Burada odak noktas\u0131, \u00fcr\u00fcn etkile\u015fiminden ziyade kullan\u0131c\u0131 memnuniyetidir. Bir kullan\u0131c\u0131n\u0131n duygular\u0131n\u0131 anlamak, etkili iyile\u015ftirmeler yap\u0131lmas\u0131na yard\u0131mc\u0131 olur. Bir duygusal yolculuk haritas\u0131 olu\u015fturmak i\u00e7in a\u015fa\u011f\u0131daki ad\u0131mlar\u0131 izleyin:<\/p>\n\n<ol>\n<li>Kullan\u0131c\u0131 personas\u0131 olu\u015fturun<\/li>\n<\/ol>\n\n<p>Haritay\u0131 olu\u015fturmaya ba\u015flamak i\u00e7in bir kullan\u0131c\u0131 personas\u0131 olu\u015fturun. Kullan\u0131c\u0131lar\u0131n\u0131z\u0131 d\u00fc\u015f\u00fcn\u00fcn ve her segment i\u00e7in bir persona olu\u015fturun. T\u00fcm m\u00fc\u015fterilerinizin gereksinimleri (veya bu gereksinimleri kar\u015f\u0131lama yollar\u0131) ayn\u0131 olmayacakt\u0131r.  <\/p>\n\n<p>Genellikle \u00f6ncesinde kullan\u0131c\u0131 ara\u015ft\u0131rmas\u0131 yap\u0131l\u0131r. Bu personalar kullan\u0131c\u0131 g\u00f6r\u00fc\u015fmeleri, odak grup tart\u0131\u015fmalar\u0131, anketler ve \u00f6nceki kullan\u0131c\u0131 geri bildirimleri kullan\u0131larak geli\u015ftirilebilir.<\/p>\n\n<ol start=\"2\">\n<li>Bir senaryo olu\u015fturun<\/li>\n<\/ol>\n\n<p>Duygusal yolculuk haritas\u0131 olu\u015fturma hedefine ula\u015fmak i\u00e7in kullan\u0131c\u0131lar\u0131n beklenti ve gereksinimlerine hitap eden bir senaryoya ihtiyac\u0131m\u0131z var. Senaryo insanlarla, olaylarla veya nesnelerle olan etkile\u015fimlerle ilgili olabilir.<\/p>\n\n<ol start=\"3\">\n<li>Hedefler ve g\u00f6revler<\/li>\n<\/ol>\n\n<p>Bir sonraki ad\u0131m hedeflerin ve g\u00f6revlerin belirlenmesidir. G\u00f6rev, kullan\u0131c\u0131n\u0131n belirli bir s\u00fcre i\u00e7inde veya belirli bir \u015fekilde yapmas\u0131 gereken bir eylemdir. Her yolculu\u011fun farkl\u0131 hedefleri ve g\u00f6revleri vard\u0131r. M\u00fc\u015fteri yolculu\u011fu haritas\u0131n\u0131n geri kalan\u0131 i\u00e7in yap\u0131 sa\u011flarlar.<\/p>\n\n<p><strong><em>\u00d6rnek:  <\/em><\/strong><em>M\u00fc\u015fteri yolculu\u011fu bir dizi hedef ve g\u00f6revdir. Diyelim ki bir aile Y yerinden Z yerine tatile gitmek istiyor.<\/em><\/p>\n\n<ul>\n<li>Hedef<strong>: <\/strong>Hedef, Y yerinden Z yerine yap\u0131lacak yolculuk i\u00e7in haz\u0131rl\u0131k yapmakt\u0131r.<\/li>\n<\/ul>\n\n<p><strong>\u00c7\u00f6z\u00fcm: <\/strong>M\u00fc\u015fteriye yerin, otellerin, restoranlar\u0131n, mola yerlerinin vb. bir haritas\u0131n\u0131 sa\u011flay\u0131n.<\/p>\n\n<ul>\n<li><strong>G\u00f6rev: <\/strong>G\u00f6rev, Y yerinden Z yerine seyahat etmek i\u00e7in ula\u015f\u0131m arac\u0131 kiralamakt\u0131r.<\/li>\n<\/ul>\n\n<p><strong>\u00c7\u00f6z\u00fcm<\/strong>: ula\u015f\u0131m arac\u0131 kiralamak i\u00e7in h\u0131zl\u0131 ve kolay bir yol sa\u011flamak.<\/p>\n\n<ol start=\"4\">\n<li>Anlay\u0131\u015f ve ger\u00e7ek veri elde etmek i\u00e7in Anketler veya M\u00fclakatlar<\/li>\n<\/ol>\n\n<p>Bu ad\u0131mda, m\u00fc\u015fterilerinizin d\u00fcnyas\u0131n\u0131, ge\u00e7mi\u015fini ve \u015firketinizle ilgili deneyimlerini daha iyi anlamak i\u00e7in sorular sorman\u0131z gerekir. Anketler veya g\u00f6r\u00fc\u015fmeler, m\u00fc\u015fterilerinizin d\u00fc\u015f\u00fcncelerini \u00f6\u011frenmek i\u00e7in en iyi se\u00e7eneklerdir.  <\/p>\n\n<p>M\u00fc\u015fterilere deneyimleriyle ilgili duygular\u0131n\u0131 sorarak sizinle olan yolculuklar\u0131 s\u0131ras\u0131nda her temas noktas\u0131nda, a\u015famada ve etkile\u015fimde nas\u0131l ve neden belirli bir \u015fekilde hissettiklerini \u00f6\u011frenebilirsiniz.<\/p>\n\n<p>Aktif olarak dinleyin ve nas\u0131l ileti\u015fim kurduklar\u0131n\u0131 ve deneyimlerini nas\u0131l aktard\u0131klar\u0131n\u0131 analiz edin.<\/p>\n\n<ol start=\"5\">\n<li>Verilerin yorumlanmas\u0131<\/li>\n<\/ol>\n\n<p>Konu\u015fmalar, deneyimler, duygular, d\u00fc\u015f\u00fcnceler ve eylemler gibi t\u00fcm m\u00fc\u015fteri verilerinizi ne kadar benzer, \u00f6nemli ve alakal\u0131 olduklar\u0131na g\u00f6re d\u00fczenleyebilirsiniz.<\/p>\n\n<p>Verilerdeki e\u011filimleri belirlemek i\u00e7in bir ekip olu\u015fturun.  <\/p>\n\n<p>G\u00f6r\u00fc\u015fmeleri, m\u00fc\u015fterilerin yolculuklar\u0131n\u0131n neresinde olduklar\u0131na ve ne d\u00fc\u015f\u00fcn\u00fcp deneyimlediklerine g\u00f6re s\u0131ralay\u0131n. Bundan sonra m\u00fc\u015fterilerin duygular\u0131 tan\u0131mlanabilir.<\/p>\n\n<ol start=\"6\">\n<li>Veriye dayal\u0131 de\u011ferlendirme noktalar\u0131n\u0131 s\u0131ralay\u0131n<\/li>\n<\/ol>\n\n<p>Bu ad\u0131mda, m\u00fc\u015fterinin duygular\u0131n\u0131n her temas noktas\u0131nda ve etkile\u015fimde nas\u0131l de\u011fi\u015fti\u011fini g\u00f6stermek i\u00e7in bir \u00e7izgi grafi\u011fi \u00e7izin. Bunu yaratt\u0131\u011f\u0131n\u0131z her farkl\u0131 persona i\u00e7in yap\u0131n. M\u00fc\u015fterinin ini\u015f ve \u00e7\u0131k\u0131\u015flar\u0131, ba\u015ftan sona t\u00fcm yolculuk boyunca ifadeler ve bir duygu grafi\u011fi kullan\u0131larak g\u00f6sterilir.<\/p>\n\n<ol start=\"7\">\n<li>Yolculu\u011fu analiz edin ve iyile\u015ftirin<\/li>\n<\/ol>\n\n<p>Daha fazlas\u0131n\u0131 \u00f6\u011frenmek ve anlamak i\u00e7in yolculu\u011fun hem iyi hem de k\u00f6t\u00fc k\u0131s\u0131mlar\u0131na bak\u0131n. Duygusal yolculuk haritas\u0131n\u0131 iyile\u015ftirmek i\u00e7in noktalar\u0131 ve olas\u0131l\u0131klar\u0131 vurgulay\u0131n.<\/p>\n\n<ol start=\"8\">\n<li>Uygulama<\/li>\n<\/ol>\n\n<p>Duygusal yolculuk haritan\u0131z\u0131 analiz ettikten sonra, s\u0131ra bunu i\u015finize uygulamaya gelir. En fazla avantaj\u0131 elde etmek i\u00e7in yolculuk haritan\u0131z\u0131 do\u011fru \u015fekilde uygulad\u0131\u011f\u0131n\u0131zdan emin olun.<\/p>\n\n<ol start=\"9\">\n<li>Duygusal yolculuk haritas\u0131n\u0131 g\u00f6zden ge\u00e7irin ve izleyin<\/li>\n<\/ol>\n\n<p>Uygulama ad\u0131m\u0131ndan sonra duygusal yolculuk haritan\u0131z\u0131 izleme zaman\u0131. M\u00fc\u015fterilerinizin yolculuk haritan\u0131za nas\u0131l tepki verdi\u011fini izlemeniz gerekir. Duygusal yolculuk haritan\u0131zdaki k\u00fc\u00e7\u00fck veya b\u00fcy\u00fck t\u00fcm \u015feyleri g\u00f6zlemleyin ve bunlara g\u00f6re harekete ge\u00e7in.  <\/p>\n\n<h2 class=\"wp-block-heading\">QuestionPro Cx duygusal yolculuk haritas\u0131n\u0131 nas\u0131l geli\u015ftirebilir?<\/h2>\n\n<p>QuestionPro, kullan\u0131c\u0131lar\u0131n <strong>m\u00fc\u015fteri deneyimleri<\/strong> ve alg\u0131lar\u0131 hakk\u0131nda veri toplamak i\u00e7in anketler olu\u015fturmas\u0131na ve da\u011f\u0131tmas\u0131na olanak tan\u0131yan bir anket yaz\u0131l\u0131m\u0131d\u0131r. QuestionPro CX, bir m\u00fc\u015fterinin duygusal yolculu\u011funun \u00e7e\u015fitli a\u015famalar\u0131n\u0131 \u00f6zellikle hedefleyen anketler olu\u015fturman\u0131za olanak tan\u0131yarak duygusal yolculuk haritalamas\u0131na yard\u0131mc\u0131 olabilir.  <\/p>\n\n<p>Anketler, fark\u0131ndal\u0131k, de\u011ferlendirme ve sat\u0131n alma sonras\u0131 a\u015famalar gibi yolculu\u011fun \u00e7e\u015fitli a\u015famalar\u0131nda bir m\u00fc\u015fterinin duygular\u0131 ve alg\u0131lar\u0131 hakk\u0131nda veri toplamak i\u00e7in kullan\u0131l\u0131r. Bu veriler daha sonra m\u00fc\u015fterinin duygusal yolculu\u011funun haritas\u0131n\u0131 \u00e7\u0131karmak ve iyile\u015ftirme alanlar\u0131n\u0131 belirlemek i\u00e7in kullan\u0131labilir.  <\/p>\n\n<p>QuestionPro CX ayr\u0131ca anket verilerini analiz etmek ve g\u00f6rselle\u015ftirmek i\u00e7in ara\u00e7lar sunar; bu ara\u00e7lar m\u00fc\u015fterinin duygusal yolculu\u011funa dayal\u0131 i\u00e7g\u00f6r\u00fcler elde etmek ve kararlar almak i\u00e7in kullan\u0131labilir.<\/p>\n\n<h2 class=\"wp-block-heading\">Sonu\u00e7<\/h2>\n\n<p>Duygusal yolculuk haritalamas\u0131n\u0131n amac\u0131, m\u00fc\u015fterilerin yolculuklar\u0131n\u0131n \u00e7e\u015fitli a\u015famalar\u0131nda nas\u0131l hissettiklerine dair fikir edinmek ve genel deneyimlerini iyile\u015ftirmek i\u00e7in iyile\u015ftirme alanlar\u0131n\u0131 belirlemektir.<\/p>\n\n<p>M\u00fc\u015fteri deneyimini anlamak ve iyile\u015ftirmek i\u00e7in de\u011ferli bir y\u00f6ntemdir ve i\u015fletmelere g\u00fc\u00e7l\u00fc m\u00fc\u015fteri ili\u015fkileri geli\u015ftirmede yard\u0131mc\u0131 olabilir.<\/p>\n\n<p>Ow, i\u015finiz i\u00e7in duygusal yolculuk haritan\u0131z\u0131 olu\u015fturman\u0131n zaman\u0131 geldi. Yolculuk haritalama ile ilgili herhangi bir yard\u0131ma ihtiyac\u0131n\u0131z varsa, QuestionPro ile ileti\u015fime ge\u00e7in!<\/p>\n\n<p>QuestionPro, duygusal yolculuklar\u0131n haritas\u0131n\u0131 \u00e7\u0131karmak i\u00e7in kullan\u0131labilecek bir anket yaz\u0131l\u0131m\u0131d\u0131r. Kullan\u0131c\u0131lar, m\u00fc\u015fterinin duygusal yolculu\u011funun belirli a\u015famalar\u0131n\u0131 hedefleyen anketler olu\u015fturmak ve da\u011f\u0131tmak i\u00e7in platformu kullanabilir.<\/p>\n\n<p>QuestionPro, m\u00fc\u015fterilerinin duygusal yolculuklar\u0131n\u0131 haritaland\u0131rmak ve m\u00fc\u015fteri deneyimlerini iyile\u015ftirmek isteyen i\u015fletmeler i\u00e7in de\u011ferli bir ara\u00e7 olabilir.<\/p>\n\n<p>QuestionPro&#8217;yu bug\u00fcn deneyin!<\/p>\n\n<p><\/p><p style=\"text-align: center;\"><a href=\"https:\/\/www.questionpro.com\/cx\/\" target=\"_blank\" rel=\"noopener\">\n  <button>DAHA FAZLA BI\u0307LGI\u0307 EDI\u0307NI\u0307N<\/button>\n<\/a>       <a href=\"https:\/\/www.questionpro.com\/a\/showEntry.do?classID=1063&amp;sourceRef=blog\" target=\"_blank\" rel=\"noopener\">\n  <button>\u00dcCRETS\u0130Z DENEME<\/button>\n<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Tipik bir yolculuk haritas\u0131, bir ki\u015finin bir hedefe ula\u015fmak i\u00e7in att\u0131\u011f\u0131 ad\u0131mlar\u0131n g\u00f6rsel bir temsilidir, ancak duygusal yolculuk haritas\u0131 bu [&hellip;]<\/p>\n","protected":false},"author":41,"featured_media":780566,"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":[1036],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Duygusal Yolculuk Haritalama: Nedir + Nas\u0131l Olu\u015fturulur?<\/title>\n<meta name=\"description\" content=\"Duygusal yolculuk haritas\u0131, bir kullan\u0131c\u0131n\u0131n bir \u015firket veya \u00fcr\u00fcnle ya\u015fad\u0131\u011f\u0131 duygusal deneyimi g\u00f6rselle\u015ftirir. UX&#039;i kolayla\u015ft\u0131rmak i\u00e7in nas\u0131l bir tane olu\u015fturaca\u011f\u0131n\u0131z\u0131 \u00f6\u011frenin.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.questionpro.com\/blog\/tr\/duygusal-yolculuk-haritalama-nedir-nasil-olusturulur\/\" \/>\n<meta property=\"og:locale\" content=\"tr_TR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Duygusal Yolculuk Haritalama: Nedir + Nas\u0131l Olu\u015fturulur?\" \/>\n<meta property=\"og:description\" content=\"Duygusal yolculuk haritas\u0131, bir kullan\u0131c\u0131n\u0131n bir \u015firket veya \u00fcr\u00fcnle ya\u015fad\u0131\u011f\u0131 duygusal deneyimi g\u00f6rselle\u015ftirir. 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