HCD Journey Maps

A method from the human-centered design community.

YouTube Video

What is a Customer Journey Map?
"A Customer Journey map is a visual or graphic interpretation of the overall story from an individual’s perspective of their relationship with an organization, service, product or brand, over time and across channels. Occasionally, a more narrative, text-based approach is needed to describe nuances and details associated with a customer experience.  The story is told from the customer’s perspective, but also emphasizes the important intersections between user expectations and business requirements"