With any journey mapping project, you’ll always end up with a better understanding of your customers, including their thoughts, feelings, behaviors and pain points. However, the process of journey ...

For many years, organizations have relied on a familiar view of the customer journey. The idea that a user moves from awareness to consideration to decision in a neat and predictable line has shaped ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

With customers’ needs changing, so does their relationship with brands and the customer journey. Here’s how organizations can keep people loyal. The customer journey doesn’t end once a brand has ...

The usage of Customer Journey Mapping (CJM) has been a topic of debate. While some dismiss it in digital service design as a mere formality, others see it as an indispensable tool for crafting ...

Companies around the world are making customer experience (CX) the top priority according to Harvard Business Review Analytical Services (HBRAS). But to do so takes more than lip service. To deliver ...

Before embarking on a shopping journey, customers often find themselves in a state of awareness where a specific need or desire has sprouted in their minds. A growing recognition of a gap ...

The digital customer journey starts from the moment they discover you and continues through to the final sale and follow-up messaging. The journey isn’t over once a prospect becomes a customer either; ...