What you'll learn—and how you can apply it
Diagrams of an experience—customer journey, experience maps, service blueprints, etc.—should be based on real-world research. Don’t just make the map up.
The bulk of insights included in your map of an experience will come from qualitative research—typically through interviews and observations of the experience you’re studying.
This lesson is for you because…
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This Lesson is taken from Mapping Experiences by James Kalbach.