Journey Maps: Not an Exercise in Futility

Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on February 4, 2015.

One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. You put it on the wall. And nothing changes. To that I answer: "You're doing it all wrong."

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Maps and Why Nassim Nicholas Taleb Is Wrong about Them

This FT review of 'Lecturing Birds on Flying' points to a quote by Nassim Nicholas Taleb in the book's preface: "Giving someone the wrong map is worse than giving them no map at all." (Via Mark Earls)

It's a sort of maxim that seems an ironclad un-contestable truth. No doubt, it was quoted by Taleb as such - to make the case for the arguments in the book.

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