Social cohesion updating the state of the research
Every interaction a customer has with an organization has an effect on satisfaction, loyalty, and the bottom line.
Inspired by user research, no two journey maps are alike, and regardless of format they allow organizations to consider interactions from their customers’ points of view, instead of taking an inside-out approach.This is a method to visually organize ideas and find cohesion in the team’s concepts.Affinity diagramming helps us shift from casting a wide net in exploring many possibilities, to gaining focus on the right solutions for this audience.They are one tool that can help organizations evolve from a transactional approach to one that focuses on long term relationships with customers built on respect, consistency and trust.All organizations have business goals but leveraging customer journeys as a supporting component of an experience strategy keeps customers (or members, patients, employees, students, donors etc.) at the forefront when making design decisions.
They can be used in both current state review and future state visioning to examine the present, highlight pain points and uncover the most significant opportunities for building a better experience for customers.