From the course: UX Insights Weekly
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What is a service or journey map?
From the course: UX Insights Weekly
What is a service or journey map?
- [Instructor] Customer satisfaction is hard. One slip at any point in the process, and you can turn an otherwise happy customer into an upset one, that's why it's good to look at the end-to-end customer experience when you're developing a new product or service. There's no point building a flashy new app if your call center staff can't see and change the data it creates when a customer phones in with problems. It makes little sense offering customization options on your website if your warehousing and delivery system isn't set up to deal with building personalized orders. Journey maps and service maps visualize the current user experience from first contact through to completion. For instance, a bank might describe every step of the mortgage process for their target customer, from seeing a print advert that comes in the mail with a statement, through to filling in an application, getting pre-approved for a loan…
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