An experience map is a holistic view of all of the touchpoints or interactions people have with a brand. It enables you to determine a number of key factors:
- Frequency and duration of each touchpoint
- Levels of satisfaction with each touchpoint
- Points of failure or bad experiences
- Opportunities to innovate during the experience
- A foundation for determining the cost of each touchpoint
Read more:
http://uxmag.com/articles/experience-maps-identify-inefficiencies-and-opportunities
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