Customer Journey Mapping

Posted by Erin Routson

James Kalbach of Experiencing Information has created an excellent list of sites on the web and other sources (that he continues to update!) about Customer Journey Mapping (CJM).

Not only does Kalbach maintain this copious list of websites devoted to information on the CJM, he rolls it out with a little bit of history around the practice of service design – something that is sometimes overlooked when talking about a field that seems so new.

He goes on to give some background on the difference between a service blueprint, a “provider-centric view of the service,” and a customer journey map, a “customer-centric view of the service,” before describing the multiple sources that can shed even more light on this important tool. Check out his site for this list and more information on the user experience!

Archive image via Peter Ashe under Creative Commons license.