49. Customer journey map
49 Reference:http://www.servicedesigntools.org/
The customer journey map is an oriented graph
that describes the journey of a USER by
representing the different touchpoints that
characterize his interaction with the service.
“The goal of the customer journey map is really to get a holistic
view of what the customer is going through from their point of view
and really what it’s like for them on a personal level, that human
level.” (Kerry Bodine, 2014)