In the landscape of user-centered design, customer journey maps are indispensable tools. First appearing in the mid-1980s, they outline the journey of customers and users as they engage with products ...

A customer experience journey map, or customer experience map, illustrates all of the touchpoints a customer has with a brand as they weave through the marketing funnel across all of the brand’s ...

Recently, the discussion of customer experience and experience design has been omnipresent, with marketers hyper-focused on creating the best experience for customers, thus competing not only within ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

As technology advances, customers become more demanding. I would even argue that today’s customers are far more demanding than they were just two or three years ago. The more connected we become, the ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

Online shopping is a dynamic experience for customers, sparked by the awareness of a specific need or desire. As explored in “Mapping the customer journey for SEO and marketing success,” understanding ...

Sprint: Did you know we have an online conference about product design coming up? SPRINT will cover how designers and product owners can stay ahead of the curve in these unprecedented times. When a ...

For many companies, the particular products and services they produce are no longer enough to differentiate them from the competition. Differentiation must therefore be derived in some other way. One ...

Most enterprise companies do not yet have customer journey maps in place, but more than half are building them or plan to build and use them in the future, according to recent research from Ansira and ...