Prepare
None
Discover
- Customer journey mapping
- Design walkabout
- Empathy map
- Empathy walk
- Personas
Define
- Customer journey mapping
- Design walkabout
Develop
- Customer journey mapping
Deliver
- Customer journey mapping
Follow-up
- Customer journey mapping
Tools
- Define, Develop, Discover, Follow-up
Enables you to track and describe the experience of the customer against their expectations and what you aspire to provide.
- Define, Discover
Going out and using the service you are interested in so that you can experience it first-hand.
- Discover
Empathy maps can capture the experience of one particular user or can reflect an aggregation of multiple similar users represented by a single persona.
- Discover
Fictitious character profiles created to represent different groups of people, such as users and/or the people who deliver a service.