The world is very complex – people interact with services, products and brands across multiple channels. People we have multiple touch points and experiences with service providers, products and brands. For example, how people experience or manage their diabetes through to the home delivery experience of people who have purchased an item online is very complex. By mapping out complex customer experience you can:
At the end of the day customer experience maps enable to you to create and deliver experiences which align with the expectations and needs of your customers or service users. Creating experience maps enables project teams to make better design and strategic business decisions.