Journey Mapping

Trust is hard to influence and even harder to measure. Experience design research ties trust to metrics you can use to improve experiences and track progress.

Not all journey maps deliver results. Learn 5 common mistakes in customer journey mapping, and how to create an effective map that drives change.

Journey mapping benefits every team. Explore how journey maps improve experiences, guide marketing, spark innovation, and align organizations around people.

Marketing and experience must work together to drive customer loyalty. Learn how journey mapping improves both marketing and the customer experience.

In healthcare, long waits are sometimes inevitable. If it isn’t feasible to reduce the wait duration, focus on improving the waiting experience.

Growth strategies often focus on customer acquisition, but more immediate value lies in retention. Learn how to drive loyalty through experience.

Understand how emotions drive customer decisions and behaviors. Optimize the emotional experience at each touchpoint of the customer journey.

The Cast & Hue team shares their learnings and outputs from their journey mapping session at NESHCo conference 2024.