Alle Birds posts over: Customer journey
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Customer journey maps and blueprints
Considerations to get the most value out of them
With the shift from UX to CX, many designers broaden their view. Their focus is not just on individual products, applications or websites, but more on how customers use services and channels in their journey.
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From the ServDes2014 conference: The five editor’s picks
Besides experience design, we consider ourselves part of the service design community. As the experience and service industries grow, expertise in service design has become increasingly relevant for us. Some of our knowledge, insights and competencies are derived when companies and practitioners collaborate with academia, and those results are shared. At an event such as ServDes2014 (9-11 April, Lancaster UK), relevant and interesting research information is presented, discussed and shared. We picked five papers from the conference proceedings that we felt are especially relevant.
Customer journey (11), Events (31), Service design (41), Touchpoints (3)
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UXLX 2014
A trip report from Lisbon
In June, I attended the annual UXLX conference in Lisbon (Portugal) with almost 400 other UX professionals from 40 countries. The conference provided many workshops and presentations on research, design and strategy. Although all three days were pretty intensive, I got a lot of inspiration and insights and met many interesting people.
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A guide to experience mapping
Designing and delivering customer-focused services relies on a deep understanding of the customers themselves. Personas are one technique to reach this goal, but tell only one side of the story. Experience maps — on the other hand — put the journey and experience of customers in the context of the service.
Customer journey (11), Methodologies (11), Service design (41), User experience (39)
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50 simple ideas to propel your CX journey
Customer experience is hotly debated in the boardrooms of many organizations, whether profit or non-profit. While everybody agrees that CX is important, the questions are how to improve it and where to start. Many organizations struggle to orchestrate initiatives, projects and programs focusing on customers, employees, and the brand. CX professional Bruce Temkin has come […]
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Best practices for customer journey mapping
Customer journey maps provide insight into a customer’s interaction with a service over time, and present that information in a clear, chronological view. But the right approach is crucial in order to get the best value out of these maps.
Customer experience (67), Customer journey (11), Touchpoints (3), User experience (39)
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Getting the most out of customer journey mapping
The best way to start improving the customer experience of a (business) organization is to map out the current customer journey. A customer journey map outlines all interactions, touchpoints and information exchanges between customers and (employees of) the company. But then the map must be used as a tool to improve customer experiences significantly. How […]
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The new “multi-screen” world
Its origins as a simple search engine long a dusty memory, Google now offers its products and services across just about any digital touchpoint you could name. So when it comes to research and recommendations on what today’s “multi-screen” world means for businesses, their findings make for interesting reading.
Customer experience (67), Customer journey (11), Digital strategy (22), User experience (39)
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Customer journey mapping, in brief
In early 2012, Adaptive Path held the “Managing Experience” conference in San Francisco, and saw their own Chris Risdon and Todd Wilkens share some thoughts on customer journey mapping.
Customer journey (11), Methodologies (11), Service design (41)
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Cross-channel blueprint depicts experiences between touchpoints
Originated from the field of service design, the service blueprint is a great way to visualize all user interactions with a single service. But the blueprint has some disadvantages designing for experiences between touchpoints. An upgrade is needed. Designer Tyler Tate outlines the added value of cross-channel blueprints for designers focusing beyond individual websites.
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The customer journey: Orchestrating touchpoints
Customers own their experiences with a company, its products and services. Many companies still have the perception of inside-out and have lots of ideas, thoughts and confictions of how customers think of them. Strategist Julie Hunt provides a convincing overview of reasons why a proper customer journey map of touchpoints customers interact with supports a […]