Customer Journey Mapping is one of the most important tools used in the training and workshop of the DesignThinkers Academy.
CJM builds empathy and, at its best, is a continuously activity to get rich and qualitative information about why your customers do what they do, how they experience interacting with organisations through the different touch-points and how you can help them better reach their goals.
When used with or by customers Customer Journey Mapping is a tool to see the world and your company through the eyes of your customers. When the tool is used with an internal team it is a way to make explicit what you know and what you don’t know.
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