Journey maps are visualizations used for understanding customer needs and pain points as people interact with an organization. They typically include three zones: a lens that provides focus and context for the journey being mapped, an area depicting the user’s experience, and a third zone for insights derived from analyzing the journey. Journey maps can be an effective communication tool within an organization and can focus team effort on the right outcomes.
Survey Overview and Takeaways
In preparation for our seminar Journey Mapping to Understand Customer Needs , we surveyed 48 user experience professionals to find out how organizations use journey mapping.
We asked participants the following questions:
- Which elements do...