Customer Journey Map User Experience (UX) topic overview/definition
Customer Journey Map: Concept DefinitionCustomer journey maps are used by UX design teams and marketing (as well as other business departments) to better understand their customers. The idea is a simple one, to map the relationship between a customer and an organization over time and across all channels that they interact with the business on. It is always told from the customer͛s expectation but also incorporates the touch-points between business and user experience requirements as the journey progresses.
For your convenience, we’ve collected all UX literature that deals with Customer Journey Map. Here’s the full list:
Customer Journey Maps - Walking a Mile in Your Customer’s Shoes
Perhaps the biggest buzzword in customer relationship management is “engagement”. Engagement is a funny thing, in that it is not measured in likes, clicks, or even purchases. It’s a measure of how much a customer feels that they are in a relationship with a product, business or brand. It focuses on harmony and how your business, product or brand...
Service Blueprints - Communicating the Design of Services
Service blueprints were first described by Lynn Shostack, a banking executive, back in 1982 in the Harvard Business Review. They’ve become popularized over the last few years as service design has grown as a profession. In addition to being useful in service design they are often used by operational management to gauge the efficiency of work wit...