When implementing our quality assurance systems, we discovered that customer experience mapping was an exciting side benefit. We mapped out our job and service processes using step-by-step prompts to ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

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 ...

The experiences your customers and prospects have with your brand can have a huge influence on whether they choose you or your competitors for their next purchase. In fact, research has shown that 89% ...

A growing number of B2B businesses are claiming to be customer-centric – but before you add, “we put our customers at the heart of everything we do” to your core messages, is your customer experience ...

Have you ever filled out a questionnaire too quickly? Perhaps it was a situation where you knew the correct answers by rote and started writing—only later to realize that the questions were nuanced in ...

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 ...

With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...