by Annette Franz | Jun 12, 2019 | customer experience, design thinking, employee experience, journey mapping, service blueprint
In today’s post, I reveal the secret sauce for journey mapping success. Are you ready? There’s a lot of bad press out there about journey mapping. And there’s a lot of bad journey mapping (or what people think is journey mapping). A few months ago, I...
by Annette Franz | May 1, 2019 | customer experience, design thinking, employee experience, journey map, journey mapping
I hate to tell you this, but you’re just not.* I’ve been doing a bit of speaking lately, either about journey mapping or with journey mapping as a piece of the talk, and I’ve learned a lot – or, rather, confirmed a lot. Namely, you might think...
by Annette Franz | Nov 28, 2018 | customer experience, customer journey, cxjourney, design thinking, employee experience, journey map, journey mapping
Image courtesy of PixabayAre you adding data to your journey maps?Back in 2015, I wrote a post titled Hey! You Got Your Metrics in My Journey Map! In it, I advocated for mappers to add data to their journey maps. I wrote that… …mapping tools had to evolve...
by Annette Franz | Nov 21, 2018 | customer experience, customer experience design, design thinking, employee experience, journey map, journey mapping
Did you know that journey maps are more than a tool? I’ve written previously about 11 myths and mistakes about journey mapping: 5 Myths of Journey Mapping 6 Bonus Myths of Journey Mapping I should add one more myth, which is really the umbrella myth that likely...
by Annette Franz | May 26, 2016 | customer experience, design thinking, empathy, partner experience
Image courtesy of geralt/pixabayI originally wrote today’s post for Intradiem. It was published on their blog on December 17, 2015. How do you ensure that your partners are successful?Continuing on my April post about partners and their importance to your...
by Annette Franz | Jun 24, 2014 | customer experience, design thinking, product design
Image courtesy of PixabayDo customers know what they want or need?Let’s start with some definitions.According to Google, want means to have a desire to possess or do (something); wish for; lack or be short of something desirable or essential.To need something...
