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The expert guide to experience mapping

Visualizing complex processes supports shared understanding. But ambiguity increases with the visuals.

“Journey mapping brings understanding of what customers are feeling, thinking and doing at any given point in time when interacting with a service, and recognition of how that may change over time.”

(Chris Risdon a.k.a. @ChrisRisdon ~ Creative Blog)

8 reasons to master customer experience ecosystem mapping

Visual being the new black.

“A customer experience ecosystem map is a visual technique that connects end-to-end customer processes to the ecosystem of employees, partners, capabilities, processes, technology, information and interfaces involved in delivering the experiences.”

(Paul Hagen ~ Forrester)