customer experience design

Deliver New Value to Your Customers With Future-State Journey Mapping

Are you using journey mapping to design a better future-state experience and to deliver new value for your customers – with your customers?

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One More Journey Mapping Mistake

Are you making this mistake when journey mapping?
We already know that people are making mistakes when they’re journey mapping. I’ve outlined several of them in past posts:

5 Myths of Journey Mapping, in which I wrote about:

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Imagine That You're a Human...

Now there's a crazy statement to make during a customer experience design session...
 
"Imagine for a second that you're a human... "
 
Yikes!
 
Unfortunately, more companies need to start thinking this way!
 
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