Understanding Journey-Centric Design

Journey-centric design shifts the focus of design operations from individual products to the broader customer experience across multiple interactions. This philosophy emphasizes the importance of customer journeys as the central unit of focus, driving both business and design operations. It acknowledges that understanding the longitudinal experience of users is crucial for delivering cohesive and satisfactory treatment throughout their entire interaction with a brand. Implementing journey management involves ongoing research, measurement, and optimization to enhance the customer experience while simultaneously meeting organizational goals.