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Customer Experience Map
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A map of the many identifiable aspects of traveling by air.  This was then used as the basis to evaluate emotional response data to the context of traveling, see where we had digital touchpoints, gap analysis, and identify opportunities for new touchpoints for a continuous engagement.

Followed by:
  • User Journeys
  • Scenario Planning
  • Process Flow
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Preceded by:
  • Ethnographic Studies
  • Surveys and Interviews
  • Gap Analysis
  • Ideation sessions
 
Tools:
Adobe Illustrator
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