The persona of service design, nicely laid out.

“To identify the opportunities for growth along the customer lifecycle, it is first important to understand the customer’s experience engaging with the company and its product or service. A customer journey map is an illustration of exactly these experiences. The map can tell the full story covering the entire customer lifecycle from initial contact to activation, engagement, and beyond or focus on only a part of the story that lays out interactions or touchpoints critical to a subset of the customer’s experience.”

Kimmy Paluch a.k.a. /kimmy | @kimmypaluch ~ Branding Strategy Innsider ★