Alle Birds posts over: 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 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.
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 […]