March 2017
Intermediate to advanced
384 pages
11h 25m
Portuguese (Portugal, Brazil)
Content preview from Mapeamento de Experiências
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Elementos dos MJCs 263
FIGURA 10-11. Um MJC para comprar um plano de saúde, criado por Jim Tincher na Heart of the Customer, mostra os elementos típicos.
CG_MappingExperiences.indb 263 13/04/2017 11:53:42
264 Capítulo 10: Mapas da Jornada do Cliente
Megan Grocki, “How to Create a Customer Journey Map”, UX
Mastery (set. 2014)
É um artigo curto, porém muito informativo, sobre o processo
geral do mapeamento da jornada. Grocki divide-o em nove
etapas. O artigo inclui um pequeno vídeo explicando muito
bem a abordagem.
Tim Ogilvie e Jeanne Liedtka. “Journey Mapping”, Capítulo 4 do livro
Designing for Growth (Columbia Business School Publishing, 2011
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