Experience Maps

 

The Experience Map is a model that illustrates the complete experience a person might have with a solution, application, etc.

It has its origins in, and has been used extensively in Service Design where customers are interacting with a number of touchpoints. We use experience maps in defining and designing multichannel retail experiences. We have borrowed elements from examples published online  and added elements we feel help us better define these  experiences.

There are  four elements to the experience map:

1. Customer type / persona we are designing for  and their current response to the brand 
2. The journey across all touchopints
3. The Customer's emotional / gut response to each part of the journey 
4. The business response to each element of the journey 
5. Any changes affected to the customer's perception of the brand + how the experience maps against the business principles 

Comments

[hotels paris]

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Regards