From the course: Design Thinking: Customer Experience
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Activities
- Designing a great customer experience requires an organization to have perspective, and to understand all the steps a customer goes through across their end to end journey. Just like a relationship, a good friend understands what you've been through and where you're going. They understand your life holistically. So should an organization. That means often looking at an experience that extends beyond their individual reach. For example, a potential home buyer goes through a series of activities before they show up at the bank to discuss a loan. So a company like Chase or TD Bank would want to include budgeting and home searching into their activity set when mapping out the home buying customer experience. And a guest who goes to a theme park makes a bunch of decisions before they even get to the gate of the park. So Disney or Universal Studios would want to include travel logistics in their activities when mapping out the amusement park customer experience. But this is where many…
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