Tag: customer journey

Everybody wants to be a marketplace

Marketplaces are hot. Uber, AirBnB, Amazon, YouTube and many other big tech companies are in fact,…

Branch design: separate self-service from experiential tasks

We have been involved in a couple of banking branch redesigns. These projects are very interesting…

Journey mapping: make sure to plan for divorce

Ok, the title sounds very dramatic and as if we’re going to talk about mapping your…

Reframing a pain point to a (design) opportunity

Since customer journey mapping is quickly gaining grounds in the (digital) innovation domain, we thought it…

Transactional vs experiential journeys

When you are mapping out a customer journey, often you’ll find that customers have different drivers…

Make sure your service is relevant and contextual

What do these two images have in common – apart from the fact the fact they’re…

How the Hero’s journey inspires experience designers

Have you heard of the hero’s journey? If not, view this awesome video about it. The…

Google’s micro-moments and how to make use of them

Micro-moments. A term first coined by Google, which expresses 4 ‘game changing moments that really matter’….

Be consistent in your experience, but stay true to your brand

A US Verizon user got 53 hardcopy mails from Verizon, thanking him for choosing eco-friendly, paperless…

Customer journey: make it stick

Customer journey mapping is well-known tool to identify and visualize the experience a given customer/user has…