Journey mapping for all areas.
“Customer journey mapping is a visualization technique that helps marketing specialists, user experience designers, and product and business owners see the journey people take when interacting with products and services. It is a great way to put on your customer’s shoes and see where your business fails to deliver a great user experience.”
Yuri Vedenin a.k.a. /yurivedenin | @yuri_vedenin ~ Smashing magazine ★
Visualizing complex processes supports shared understanding. But ambiguity increases with the visuals.
“Journey mapping brings understanding of what customers are feeling, thinking and doing at any given point in time when interacting with a service, and recognition of how that may change over time.”
(Chris Risdon a.k.a. @ChrisRisdon ~ Creative Blog)
Visual being the new black.
“A customer experience ecosystem map is a visual technique that connects end-to-end customer processes to the ecosystem of employees, partners, capabilities, processes, technology, information and interfaces involved in delivering the experiences.”
(Paul Hagen ~ Forrester)