The purpose of a journey map and how can it galvanize action?
UX Collective
OCTOBER 9, 2021
Authors Lewis Carbone and Stephan Haeckel speak of an experience blueprint, in a seminal article appearing in Marketing Management in 1994 and customer experience expert Colin Shaw introduced the concept of what he called “moment mapping” in 2002. What is the role of a journey map as an empathy-building and storytelling device?
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