NN/g UX Podcast 27. Customer Journey Management (feat. Kim Salazar, Sr. UX Specialist at NN/g and Jochem van der Veer, CEO/Co-Founder of TheyDo)
9 snips
Apr 8, 2023 AI Snips
Chapters
Transcript
Episode notes
Journeys vs. Flows
- Journeys encompass more than clicks and taps; they represent stages of user transformation.
- UX considers the whole human and their broad context, not just brief interactions.
Starting Journey Management
- Start with a few key journeys, understanding each step and variation.
- Also, define the overall journey framework to guide future efforts and identify knowledge gaps.
Cultural Shift
- The biggest hurdles to journey management are internal cultural shifts.
- Organizations must move from a product-centric to a user-centric mindset.