Journey Maps: The Tool for Design Innovation

Front Cover
Design Community College, Mar 28, 2016 - Creative thinking - 154 pages
In this book is described one of most powerful tools available to craft a superior experience for your customers and end users. Credible studies show that organizations that focus on experience optimization perform dramatically better than those that do not. In the 20th-century product styling like advertising was about making people want things. Service blueprints are a response to the realization that it is more efficient and successful to create new services and experiences that people want and need. The service sector makes up nearly 70% of most western economies and more than 50% of the Chinese economy, yet customers are often frustrated by their service experiences. Customers choose products and services that deliver the best experiences. Designing your customer's entire experience is key to differentiating your designs from competitors in an increasingly crowded competitive marketplace. Through applying journey mapping organizations can deliver a more compelling and valuable experience. Experience maps build consensus across your organization with stakeholders, to positively impact your entire organization and your bottom line. This method is a core strategic tool for all design and I believe it will become a required skill for every working designer and manager.

About the author (2016)

Author Rob Curedale draws on years of practice and teaching experience at some of the world's most respected design organizations and schools in Australia, Europe, Asia and North America. His designs can be found in millions of homes and businesses around the world and have generated billions of dollars in corporate revenues.

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