Customer Journey Mapping: A Story of Amateurs, Con Artists, Lost Treasure, and a Pleasant Journey by Rail
Every time we visit a design blog or conference someone is touting the benefits of Service Blueprints, Scenarios, Experience Maps, or some-such-thing. Every consultant would like you to believe your organization needs one (or more!). You and your team are still trying to figure out what everyone is REALLY talking about. Chris and Todd have walked these roads many times and lived to tell the tale. In this talk, they share lessons of how customer journey mapping is done well, what value it can bring to your organization, as well as how to avoid wasted effort from amateur mistakes and service design snake oil when you hire outside help.