Service Design Smaply

Video tutorial: the why & what of journey maps

4. October 2018

Video tutorial: the why & what of journey maps

Journey maps illustrate experiences. These can be customer, user or employee experiences etc. A customer journey shows the steps a customer takes when in contact with a product or service. This short video provides an overview on what journey maps are, what they are used for and what value they provide for your company.

Journey maps also offer great value for an organization: usually companies realize something is going wrong when numbers are unsatisfying. The reasons are not always easy to identify. This is where journey mapping can help: identifying the moments of truth as well as the opportunities for improving a product or a service. 

With the potential to show room for innovation, journey mapping can help trigger product innovations.

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Isabel helps us manage our online channels and provide our users with helpful learning materials and updates. Besides finishing her degree in tourism management she also does sports and loves cooking.