New article- http://uxm.ag/lx – Experience Maps Identify Inefficiencies & Opportunities -A visualization of the overall customer experience
An experience map is a holistic view of all of the touchpoints or interactions people have with a brand. It enables you to determine a number of key factors: * Frequency and duration of each touchpoint * Levels of satisfaction with each touchpoint * Points of failure or bad experiences * Opportunities to innovate during the experience * A foundation for determining the cost of each touchpoint
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