UX Study 03: Customer Journey Map
What is a customer journey map?
A method for vividly and systematically visualizing the user experience.
It's built around the touchpoints where the customer interacts with the service,
and it explains the service interactions and the emotions the customer feels along the way in an easy-to-understand form.
Why you need one
1. It offers a high-level understanding of the factors that influence the user experience from the user's perspective.
2. Grounded in user insight, it can chart both formal and informal touchpoints.
3. It lets you analyze the entire service experience more deeply stage by stage, and compare your service
with competitors' quickly and easily.
(Excerpt)
(Exercise)
