From the course: Creating a Positive Customer Experience
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Envisioning the ideal customer experience
From the course: Creating a Positive Customer Experience
Envisioning the ideal customer experience
- Do you know what a vision board is? It's a collection of all the things you want from life. People cut and paste images from magazines around ideas like improved health, more fun, and making more money. Why do people do this? Because they want to paint a picture of their ideal life. We're going to borrow this idea and visualize the ideal customer journey, because positive customer experiences don't just happen. They happen because of vision and design. Now, this is a freeing way to look at what's possible in the future, but you can also choose to work with some constraints. For example, ideal journey maps can be based on a specific improvement or timeframe. What would happen if we offered a mobile app to our customers? Or what will happen in six months, once that mobile app is making things easier? Looking ahead this way and stepping into your customer's shoes will help you identify where there are gaps from today's…
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