The elements of a successful customer journey map defined. A thoughtful customer journey map helps marketers get into the mindset of their customers. They serve to cultivate a better understanding of ...

The past few years have dramatically changed much of how companies do business. Although many are still sorting out what those lasting impacts might be, it’s clear that a host of customer expectations ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

Customer journey mapping is all the rage these days, but this oft-used tool for customer experience improvement frequently leads to a rather disappointing destination. Journey maps are visual ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

Last March, three weeks after Joseph Siwak was hired as an experience designer at the online hotel-booking company Rocket Travel, they sent him home — not with a pink slip, but with a new set of ...