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Mapping fosters a customercentric approach to design from "summary" of Mapping Experiences by James Kalbach
Mapping is a powerful tool for understanding the customer experience. By visually representing the customer journey, organizations can gain valuable insights into the needs, desires, and pain points of their customers. This customer-centric approach to design is essential for creating products and services that truly meet the needs of users. When organizations map out the customer journey, they are able to see the entire experience from the customer's perspective. This enables them to identify key touchpoints where they can improve the customer experience. By focusing on these touchpoints, organizations can create a more seamless and enjoyable experience for their customer...
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