Experience map

The future ideal state engages the broader organization on the customer’s journey, hypothesizing what the ideal journey would be.

The future ideal state engages the broader organization on the customer’s journey, hypothesizing what the ideal journey would be.

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Integrate pain points documentation with customer experience map. Might work per division, but has to differ per process and definitely couldn't cover whole department.

Integrate pain points documentation with customer experience map. Might work per division, but has to differ per process and definitely couldn't cover whole department.

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Starbucks Experience Map. Creating good service is also about defining where not to brilliant. :)
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An experience map is a strategic tool for capturing and presenting key insights into the complex customer interactions that occur across experiences with a product, service, or ecosystem. At the heart of an experience map lies the customer journey model, an archetypal journey created from an aggregate of all customers going from point A to point B as they attempt to achieve a goal or satisfy a need. http://mappingexperiences.com/

An experience map is a strategic tool for capturing and presenting key insights into the complex customer interactions that occur across experiences with a product, service, or ecosystem. At the heart of an experience map lies the customer journey model, an archetypal journey created from an aggregate of all customers going from point A to point B as they attempt to achieve a goal or satisfy a need. http://mappingexperiences.com/

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