Customer journey maps


 * Experience a customer has engaging with organisation's business processes (engagement points)
 * Emotional state of persona at each state is relevant
 * What
 * Persona
 * Fictional customer
 * Goal
 * What is customer trying to achieve
 * Customer activities
 * Customer perceptions
 * Steps
 * Determine which experience to map
 * Identify touchpoints
 * Static
 * Interactive
 * Human
 * Map touchpoints (drawn showing order)
 * Identify 'moments of truth'
 * Lasting impressions (+ or -)
 * Where interaction may carry emotional charge (worried, distressed, very happy