Page 26 - Warwickers Customers Count vflip2

Mapping the experience Joyce Hostyn 26 audience People discover unseen opportunities when they have a personal and empathic connection with the world around them. For individuals that means developing the ability to walk in other people’s shoes. For companies and other large institutions, that means finding a way to bring the rest of CUSTOMER EXPERIENCE MAPPING the world inside their walls. Dev Patnaik in Wired to Care. Too often the customer view is filtered through the lens of our job, silo, profession, department or speciality. The system ends up getting designed on our needs or convenience rather than the customers. Customer experience journey maps are a tool to help bring the outside world into an organization and bring customer stories to life. The entire story not your silos story. As you map out the customers story you often identify gaps in your own story.