Overlay Perceived Value Gained And Lost We want our journey map from step 2 to reflect where customers change their perceptions of value. Changes in a customer’s value perceptions create opportunities to design disruptive digital products to displace existing touchpoints. Two major challenges exist when we come to mapping perceived Read more…
Create An Outcome Journey Map Once we have our outcome personas defined, use an outcome journey map to identify the existing path to the outcome that matters. Identify opportunities for disruptive digital products by mapping to customer value. With so many firms focusing on improving their customer experience (CX) over Read more…
Creating a digital product your customers love is hard. Simply adding digital features to a product typically fails to maximize the value of digital capabilities. I’ve lost count of how many times I’ve found using a digital product to be frustrating or annoying. I’m guessing you’ve had your own bad Read more…
Know Your Customer (Continued from introduction) Switch to outcome personas. To design disruptive digital products customers love, we need to understand how to create customer value. You may be familiar with personas as a means to focus design efforts on specific target customer groups. By switching how we design personas, Read more…