Category Archives: Customer Journeys
Sorting Things Out: Customer Journey Maps, Experience Maps and Service Blueprints
Mapping experiences is becoming increasingly popular. But it’s a jungle out there when it comes to terminology. This post clarifies the differences between key diagram types.
Sorting Things Out: Customer Journey Maps, Experience Maps and Service Blueprints
Mapping experiences is becoming increasingly popular. But it’s a jungle out there when it comes to terminology. This post clarifies the differences between key diagram types.
Top 5 Posts in 2012 on Experiencing Information
2012 was a relatively slow year for me in terms of quantity of new blog posts. But I was able to capture and share some of my best thoughts this year. Here are quotes that summarize each of the top
Top 5 Posts in 2012 on Experiencing Information
2012 was a relatively slow year for me in terms of quantity of new blog posts. But I was able to capture and share some of my best thoughts this year. Here are quotes that summarize each of the top
Business Model Canvas: A Type Of Alignment Diagram
In my presentation at Euro IA 2010 in Paris, I proposed the term “alignment diagrams” to refer to the class of documents currently found in design practice that do a similar thing: they visually align multiple facets of customer behavior
Business Model Canvas: A Type Of Alignment Diagram
In my presentation at Euro IA 2010 in Paris, I proposed the term “alignment diagrams” to refer to the class of documents currently found in design practice that do a similar thing: they visually align multiple facets of customer behavior
Locating Value with Alignment Diagrams
Paul Kahn and I just published an article outlining a foundation for what we’re calling alignment diagrams. See “Locating Value with Alignment Diagrams” in volume 2, issue 2 of the Parsons Journal of Information Mapping. Here’s this abstract: Theorists and
Locating Value with Alignment Diagrams
Paul Kahn and I just published an article outlining a foundation for what we’re calling alignment diagrams. See “Locating Value with Alignment Diagrams” in volume 2, issue 2 of the Parsons Journal of Information Mapping. Here’s this abstract: Theorists and
Announcing Workshops In Sydney – April 28-29, 2011
Are you in OZ and want to learn about faceted search, strategic alignment diagrams, IA, navigation and more this April? I’m delighted to announce that I’ll be giving 2 workshops in Sydney on April 28-29, 2011! See the workshop website for more
Announcing Workshops In Sydney – April 28-29, 2011
Are you in OZ and want to learn about faceted search, strategic alignment diagrams, IA, navigation and more this April? I’m delighted to announce that I’ll be giving 2 workshops in Sydney on April 28-29, 2011! See the workshop website for more
Touchpoints Bring CX To Life – Adam Richardson on HBR
It’s great to see serious business forums, such as the Harvard Business Review blog, picking up on topics like customer experience. I’m following Adam Richardson’s series on customer journey mapping (CJM) with enthusiasm. I recently pointed to one of his artciles that introduced
Touchpoints Bring CX To Life – Adam Richardson on HBR
It’s great to see serious business forums, such as the Harvard Business Review blog, picking up on topics like customer experience. I’m following Adam Richardson’s series on customer journey mapping (CJM) with enthusiasm. I recently pointed to one of his artciles that introduced
Customer Journey Maps on Harvard Business Blog
It’s great to see discussions of things like customer journey maps (CJMs) on business-related sites. Frog Design’s Adam Richardson introduces customer journey maps in recent Harvard Business Review blog post: Using Customer Journey Maps to Improve Customer Experience. He writes:
Customer Journey Maps on Harvard Business Blog
It’s great to see discussions of things like customer journey maps (CJMs) on business-related sites. Frog Design’s Adam Richardson introduces customer journey maps in recent Harvard Business Review blog post: Using Customer Journey Maps to Improve Customer Experience. He writes:
Customer Journey Mapping Resources On The Web
Last updated: 17 September 2011 Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk these days about
Customer Journey Mapping Resources On The Web
Last updated: 17 September 2011 Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk these days about
Bruce Tempkin on Customer Journey Maps
The title of this blog post from Bruce Tempkin pretty much says it all: It’s All About Your Customers’ Journey. He laments: Stanley Marcus, who was president and chairman of the board of Neiman Marcus, was once quoted as saying:
Bruce Tempkin on Customer Journey Maps
The title of this blog post from Bruce Tempkin pretty much says it all: It’s All About Your Customers’ Journey. He laments: Stanley Marcus, who was president and chairman of the board of Neiman Marcus, was once quoted as saying:
EXPERIENCING INFORMATION 