“If you need a video to explain the process, fix the process!” – Lessons from a journey mapping workshop
Heart of the Customer
APRIL 21, 2016
I had the opportunity to conduct journey mapping with a state agency working to transform the employer’s unemployment experience. The group followed our first rule of journey mapping – always make sure the customer is included in the process – by conducting multiple levels of research, including in-depth interviews with employers who were new to the […].
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