Service & Customer Experience Maps from Mel Edwards

A brilliant blog post by Mel Edwards on Service & Experience Maps.

What's a customer experience map?
It's a graphical representation of the service journey of a customer. It shows their perspective from the beginning, middle and end as they engage a service to achieve their goal, showing the range of tangible and quantitative interactions, triggers and touchpoints, as well as the intangible and qualitative motivations, frustrations and meanings.