Why map the journey?
Just like understanding the customer is the first step to serving the customer, understanding their journey is the first step towards improving their journey.
A Journey Map can offer you both the forest and the trees, a broad overview of the entire experience all the way down to the granular detail of each interaction. So when you’re lost you can see where you are, when you’ve overwhelmed you’ve got a place to capture your thinking. When all the parts seem separate, you can connect the dots.