From the course: Empathy in UX Design
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Example: Customer journey maps
From the course: Empathy in UX Design
Example: Customer journey maps
- We're now going to turn our attention to another deliverable that can capture feeling and emotion in another way, customer journey maps. But before we do, let's take a moment to talk about service design. As we've been talking about empathy and UX, by and large we've been talking about things with screens. Certainly, while design artifacts may be a bit different, a lot of what we've discussed is still relevant to physical products too. But when we think about service design, we're going beyond any single product, whether screen based or not. Service design looks at the entirety of the interaction that a customer has with a company. These interactions could be electronic and screen based, could relate to the use of physical products, or could take place through the telephone, or perhaps through in person interaction with the brand and company staff. A journey map captures all of that interaction through various touch…
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