Customer Journey mapping
The customer journey map will plot touch points, service interactions and gestures of users having experienced a service. The method helps us understand the intentional and unintentional aspects of the customer journey. The map is humanised with personal insights, anecdotes and photos, using the users language, their successes and even failures as a very user-centred visualisation of the customer journey …
Journey mapping is a method of visually representing the actual and everyday user experience of a service. Mapping journeys is one of the simplest and most useful approaches to understand services, gaps in service, and to identify and design opportunities for improvement and innovation. The mapping, representation and analysis of a journey -an experience over time- has many functions and can be applied to service design and innovation at various stages.
