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Bruce Tempkin on Customer Journey Maps
The title of this blog post from Bruce Tempkin pretty much says it all: It’s All About Your Customers’ Journey. He laments: Stanley Marcus, who was president and chairman of the board of Neiman...
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Customer Journey Mapping Resources On The Web
Last updated: 17 September 2011 Originally published: 10 May 2010 Service design can be traced back to the writings of G. Lynn Shostack in the early 80s. [1, 2] Though not new, there is a lot of talk...
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Customer Journey Maps on Harvard Business Blog
It’s great to see discussions of things like customer journey maps (CJMs) on business-related sites. Frog Design’s Adam Richardson introduces customer journey maps in recent Harvard Business Review...
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Touchpoints Bring CX To Life – Adam Richardson on HBR
It’s great to see serious business forums, such as the Harvard Business Review blog, picking up on topics like customer experience. I’m following Adam Richardson’s series on customer journey mapping...
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Announcing Workshops In Sydney – April 28-29, 2011
Are you in OZ and want to learn about faceted search, strategic alignment diagrams, IA, navigation and more this April? I’m delighted to announce that I’ll be giving 2 workshops in Sydney on April...
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Locating Value with Alignment Diagrams
Paul Kahn and I just published an article outlining a foundation for what we’re calling alignment diagrams. See “Locating Value with Alignment Diagrams” in volume 2, issue 2 of the Parsons Journal of...
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Business Model Canvas: A Type Of Alignment Diagram
In my presentation at Euro IA 2010 in Paris, I proposed the term “alignment diagrams” to refer to the class of documents currently found in design practice that do a similar thing: they visually align...
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Top 5 Posts in 2012 on Experiencing Information
2012 was a relatively slow year for me in terms of quantity of new blog posts. But I was able to capture and share some of my best thoughts this year. Here are quotes that summarize each of the top 5...
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