Customer experience map

O customer experience map permite de forma visual, com vários elementos (layers) e segundo a perspetiva do utilizador, resumir uma experiência já existente ou planear uma nova experiência.

É uma ferramenta muito versátil, porque pode ser aplicada com vários níveis de detalhe na experiência e nas tarefas do utilizador, podendo variar no seu aspecto, conteúdo e complexidade.

Exemplos

Automobile industry driving on the wrong side of the road – Carvana example

10 Most interesting examples of customer journey maps

User journey by Governo Italiano

Videos

How to create a customer journey map by UX Mastery (Youtube)

Referências

Customer experience map in pictures (Google)

Anatomy of an experience map

Experience maps, user journeys and more

How to create a customer journey map

Fine art of creating experience maps

How to build an experience map

User journey and experience maps – a practical guide

When and how to create customer journey maps (Nielsen Norman Group)

Journey mapping in real life – a survey of UX practitioners (Nielsen Norman Group)

How to use customer experience maps to develop a winning content marketing strategy

Power up your UX design with experience mapping

Experience mapping in 3 easy steps

Step by step guide to building customer journey maps

The fraud customer journey

The ultimate guide to customer journey mapping

Journey mapping approaches – 2 critical decisions to make before you begin (Nielsen Norman Group)

A guide to experience mapping for UX design

A practical customer journey mapping guide for CX professionals