A journey map is a way to describe the experiences of a customer through an interaction with products, services, brands or systems, and the emotional responses the interactions provoke. Journey mapping can then be used to design improvements to services that reflect the customer’s experience. Journey mapping, experience mapping and service blueprints are tools that help an organization understand what their customers care about most.They help designers, marketers and managers better see the world through the customer’s eyes.
The map reveals where an organization can place resources to have the most impact for success by identifying the high and low points of the customer experience that you are currently delivering.It can pinpoint those moments that you can improve to provide a more compelling customer experience. Only by understanding what is really important to people can a product or service be efficient and effective.
The mapping approach is a tool to support strategic design decisions. In this intensive three-hour online course, the instructor will guide the group through the process of building maps. Insight is one of the key tools available to redesign products and services in ways which save money and improve customer satisfaction.Customer insight is rapidly rising up the agenda for organizations. People’s expectations of the quality of products and services are growing.
An experience map is a powerful technique to describe and improve the customer or user experience. Mapping helps you look at your business from the customer perspective. It is perhaps the best tool available to help think laterally, outside your own policy agenda.