Tag Archives: experience maps

Design Thinking Grows Up – Welcome to Experience Thinking

Prologue Design Thinking is an incredibly powerful way to approach the design of just about anything that involves an interaction with people (or other intelligent creatures).  Its underlying philosophy of Human Centered Design requires that we develop a comprehensive empathic understanding of the customer and their situation in a particular context.  This can only happen when we dissect the situation ...

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Top 6 Reasons Why Customer Experience Mapping Efforts Fail

Before we can talk about how to improve customer experience maps, let’s start with a definition. Customer Experience Map: A large, colorful chart that impresses leadership for a few weeks and then gathers dust in the corner. A complex visualization that requires a user manual in order to identify anything productive. A user-centered process that, once completed, leaves teams too exhausted ...

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