Customer journey map
A customer journey map provides a vivid structured visualisation of a service user's experience. The touchpoints where users interact with the service are often used in order to construct a "journey" - an engaging story based upon their experience. This story details their service interactions and accompanying emotions in a highly accessible manner... Customer journey map: a high-level overview of the factors influencing user experience, constructed from the user’s perspective.
Source: Stickdorn and Schneider, This is Service Design Thinking
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