Customer experience/journey map

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Source: jasonfurnell.wordpress.com.

What is it?

It’s a way to visually represent all the channels, touchpoints, activities, and experiences that a customer has when trying to achieve a specific goal.

Why do it?

Do it to analyse the current customer experience or to help envision the ideal experience for the future. Use it to understand customer experience across channels and to identify opportunities and challenges for your product.

When to do it?

Do it at the start of the process to help kick-start design.

How to do it?

• Create the canvas and the key steps or phases across the horizontal axis.

• Option one: On ...

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