Journey Maps: Step-by-Step Guide Second Edition

A journey map provides a big picture of customer experience and identifies where they feel good or bad when using a product or service. It will help you create a better experience for your customers who will support faster growth and more profitability for your business. Creating a journey map helps align your team, your organization and your customers around the common goal and shared vision of happy customers. A journey map is usually written for one persona and one experience to create astrong user story. An experience map is a broader document often considering a larger range of users. Maps are used to buildcommon agreement allowing good decisions to be made by your team. Experience maps and journey maps focus on the quality of your customer’s experience at each stage from their perspective. A service blueprint focuses on the structure and elements or the architecture of a service and so is more oriented towards the service provider. These methods allow an organization to identify unique opportunities to optimize and improve a service or experience. They help you identify unmet needs that can lead to ways of differentiating your service from other providers that are meaningful to your customers.