blog de notas de juan freire

The customer journey map is an oriented graph that describes the journey of a user by representing the different touchpoints that characterize his interaction with the service.

In this kind of visualization, the interaction is described step by step as in the classical blueprint, but there is a stronger emphasis on some aspects as the flux of information and the physical devices involved. At the same time there is a higher level of synthesis than in the blueprint: the representation is simplified trough the loss of the redundant information and of the deepest details.

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.