Outcomes Over Output: Why customer behavior is the key metric for business success by Josh Seiden
Author:Josh Seiden [Seiden, Josh]
Language: eng
Format: epub
Tags: product, UX
Publisher: Sense & Respond Press
Published: 2019-04-08T03:00:00+00:00
Mapping The Customer Journey
A customer journey is an idea from the world of service design. It’s a simple idea: you make a diagram that reads from left to right and describes what people are doing (their “journey”) when they interact with your product or service.
So, for example, you might map a customer’s experience when walking into a retail store. What do they see? What do they do? How do they find product, find help, pay, etc? This becomes more interesting when you realize that you can also map the journey of the other people who are delivering the service: for example, the staff in the store. What are they doing to deliver the service?
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