rianvdm + journey   66

The difference between a journey map and a service blueprint
What journey maps and customer narratives don’t show is the internal workings of the organization. The service blueprint seeks to uncover and document (often for the first time!) all the things that go on beneath the surface and the internal makeup of the organization that creates it. It is data visualization of how your company works; the deep, dark inner workings of how the things a customer experiences are actually produced.
There are huge complexities that go unseen that are the support structures beneath every journey — the responsibilities of the internal actors, the systems that support those actors, all the processes and policies that dictate what can and cannot be done. Service blueprinting shows you a picture that not only includes the breadth of what happens along the journey, but all the depth that makes up the substance that the journey traverses across.
journey  blueprint 
december 2016 by rianvdm
The User’s Journey
Both analytics funnels and stories describe a series of steps that users take over the course of a set period of time. In fact, as many data scientists and product people will tell you, data tells a story, and it’s our job to look at data within a narrative structure to piece together, extrapolate, troubleshoot, and optimize that story.
journey  storytelling  storymapping 
april 2016 by rianvdm
User journey mapping
This user flow may seem an obvious solution, but it wasn’t obvious to the company hired to design the app before I got involved, which had up to that point resulted in some very limiting and confusing design flows. I don’t say this to blow my own horn. The point I’m making is had they explored the designs with some rough, high-level journey sketching upfront, they probably would have realised this themselves.
blog  journey 
march 2016 by rianvdm
Competing on Customer Journeys
We’re now seeing a significant shift in strategy, from primarily reactive to aggressively proactive. Across retail, banking, travel, home services, and other industries, companies are designing and refining journeys to attract shoppers and keep them, creating customized experiences so finely tuned that once consumers get on the path, they are irresistibly and permanently engaged. Unlike the coercive strategies companies used a decade ago to lock in customers (think cellular service contracts), cutting-edge journeys succeed because they create new value for customers: Customers stay because they benefit from the journey itself.
october 2015 by rianvdm
Google Ventures On How To Design A Killer Website
Most good shopping funnels start with customer interviews. Running interviews isn’t that hard, and it doesn’t have to take a long time. I recommend using our Google Ventures recipe for a four-day research sprint. Your shopping funnel should evoke a story of how visitors will interact with your product. Where are they coming from? What comparisons are they making? How will they judge whether you have what they want? What info will they look for first? Second? And so on.
journey  funnel  ecommerce 
may 2015 by rianvdm
The Art of a Good Customer Journey Map
A customer journey map, by all intents and purposes, is a story of how a user interacts and engages with your brand. Specifically focusing on online, it indicates the initial contact points, the engagement factors and from there we can indicate how to leverage this information to persuade the user to convert.
journey  ux 
april 2015 by rianvdm
How to Create a Customer Journey Map -UX Mastery
Here is how to create a Customer Journey Map — a visual interpretation from an individual’s perspective of their relationship with an organization.
october 2014 by rianvdm
Mapping User Journeys Using Visual Languages
You can use an existing, real-world framework and reapply it to create usable journey maps. These analysis tools add value. Even people who haven’t been exposed to the frameworks before can gain lots of insights from them. As awareness of this technique grows, it is my hope that the use of these usable frameworks will become widely accepted in the industry.
april 2014 by rianvdm
Visualizing Progress with Agile Storymapping
In short, a storymap provides a visual representation of the overall piece of work you're trying to accomplish at a glance, rather than trying to keep it held up in documents. The photo below shows a story map in practice.
agile  journey  storymapping 
march 2014 by rianvdm
The new user story backlog is a map
Why the flat user story backlog doesn’t work, and how to build a better backlog that will help you more effectively explain your system, prioritize, and plan your releases.
agile  backlog  storymapping  journey 
march 2014 by rianvdm
Exploratorium: Mapping the Experience of Experiments
Maps of a customer experience focus on how things will be experienced, not how they're made. They help you and your organization see the experience from the outside-in, helping you see and talk about how changes in operations, technology, and organization can bring about a better experience. Experience maps, similar to their travel map equivalents, help your organization get the lay of the land by revealing in visual terms where to go and how to get there.
april 2013 by rianvdm
Introducing the storygraph
Let’s think about the customer’s journey. As designers we can’t have control over the path our customers walk. They can approach us from any possible touchpoint: our website, some else’s website, phone, friend advice, our headquarter or any other physical location, remote help desk, social media etc. They use whatever they will to get informations or complete a task. From the customer’s point of view, they’re just interacting with our brand. And they don’t care about what channel or system or device they’re using. That’s exactly why we have to.
journey  storygraph  from instapaper
november 2012 by rianvdm
Keeping the goal in sight while designing component flows
This is a product design topic. What is the user trying to do, and how can you help them do it?
ux  flow  journey 
august 2012 by rianvdm
Journey Mapping Principles that Influence Business Strategy & Tactics
According to Risdon & Wilkens, there are 4 key principles that will result in a successful customer journey mapping project that can influence business strategy and tactics.
july 2012 by rianvdm
Customer Journey Mapping: A Story of Amateurs, Con Artists, Lost Treasure, and a Pleasant Journey by Rail
Every time we visit a design blog or conference someone is touting the benefits of Service Blueprints, Scenarios, Experience Maps, or some-such-thing. Every consultant would like you to believe your organization needs one (or more!). You and your team are still trying to figure out what everyone is REALLY talking about. Chris and Todd have walked these roads many times and lived to tell the tale. In this talk, they share lessons of how customer journey mapping is done well, what value it can bring to your organization, as well as how to avoid wasted effort from amateur mistakes and service design snake oil when you hire outside help.
july 2012 by rianvdm
Illustrating the Big Picture
Journey modeling is the process of illustrating a complete story centered on the relationship that unfolds over time between an individual and a system, service, product, brand, or organization. Through journey modeling, we describe what an individual thinks, feels, says, and does over time, and how these actions and reactions change based on the person’s interactions with the organization and factors that may be beyond the organization’s control. By playing out a user’s experience over time, we build an understanding of connectedness and causality, observing when various forces intersect and alter a person’s emotions, opinions, and actions.
journey  mapping 
june 2012 by rianvdm
Using Customer Journey Maps to Improve Customer Experience
Big fan of this approach. A must-read. "Using Customer Journey Maps to Improve Customer Experience" -
ux  strategy  mapping  journey 
november 2010 by rianvdm

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