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.
Referências
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
How to create a customer journey map by UX Mastery (Youtube)
Customer experience map in pictures (Google)
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
UX Customer journey – how to map out user experience
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 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