Summary: Real organizations share what they learned while adopting journey-centric design so other organizations can avoid the same pitfalls. Team members from several organizations partnered with NN/g to provide detailed information about their organizations’ journey-centric approach to customer experience. In this article, we share some of the lessons these teams have learned as they have established […]
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Summary: Organizations are starting to merge user experience and customer experience into a single function, setting the foundation for a journey-centric-experience practice. Organizational silos and product-centric design make it difficult to resolve friction for customers who use our products and services. User-centered design is applied to digital products, but many pain points in real customer journeys […]
We are pleased to announce the publication of our latest research report, Architecting a Journey Management Practice: How Leading Organizations Transformed Design Operations to Maximize Business Value. This report spotlights the innovative work done by two Netherlands-based organizations to upgrade customers' service experiences and deliver better business outcomes. About The Report Over the past few […]
Summary: Product-centric design does not leverage design’s potential for creating long-term business value and profitability. Journey-centric design can optimize customer experiences. After collecting four case studies and speaking to leaders at 20 organizations, I’ve documented the next frontier of experience design — journey-centric design. This new method of structuring design work solves many of the challenges […]
