![]() This experience is agnostic of a specific business or product. At any point in the design process, as a reference point amongst a team throughout a product design cycleĮxperience maps generalize the concept of customer-journey maps across user types and products.ĭefinition: An experience map is a visualization of an entire end-to-end experience that a “generic” person goes through in order to accomplish a goal.To assign ownership of key touchpoints in the journey to internal departments.To break down silos to create one shared, organization-wide understanding of the customer journey.To pinpoint specific customer journey touchpoints that cause pain or delight.There is one map per persona/user type (1:1 mapping).Including her mindset, thoughts, and emotions.It is split into 4 swim lanes: phases, actions, thoughts, mindsets/emotions.The map is tied to a specific product or service.Finally, that narrative is condensed into a visualization used to communicate insights that will inform design processes. Next, the skeleton is fleshed out with user thoughts and emotions in order to create a narrative. ![]() ![]() In its most basic form, journey mapping starts by compiling a series of user goals and actions into a timeline skeleton. It’s used for understanding and addressing customer needs and pain points.
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