As said before. Customer journey maps, the personas of the 2010’s.
“Journey maps combine two powerful instruments – storytelling and visualization – in order to help teams understand and address customer needs. While maps take a wide variety of forms depending on context and business goals, certain elements are generally included, and there are underlying guidelines to follow that help them be the most successful.”
Kate Williamson a.k.a. @kateawilliamson ~ Nielsen Norman Group ★
CX or UX? Who cares. Users are customers for capitalists.
“The necessity of providing user satisfaction on every key touchpoint in your business is critical to your success. The issue, however, is identifying those crucial touchpoints. Customer journey maps could be an incredibly helpful solution in this area.”
(Jacek Samsel ~ Six Revisions) ~ courtesy of thomasmarzano
Go Marc, go!
“You might know that a customer journey map is a visualisation of interactions between a customer and your organisation. But what are the things that could make your next customer journey map even better?”
(Marc Fonteijn a.k.a. @marcfonteijn ~ 31Volts)