Customer-Created Experience Maps

Over the past year we’ve been focusing heavily on helping our clients compete more effectively in the digital landscape through a deep understanding of their customers’ experience for a given situation. At conferences and on our blog, we’ve described what a customer journey  is and how a company might use one. We believe that a customer-created experience map can provide deeper insights and can be a useful data collection device.  Using a drawing, the interviewer can debrief and ask more relevant, probing questions, and get a deeper, more compelling story.

Over the past few months we’ve been collecting examples of customer experience maps, crafted by brave souls who attended one of our workshops or seminars. Normally, when we use experience mapping as a research technique we include time to debrief and get the story behind the drawing. The drawing alone isn’t enough. Sadly, we just don’t have the time to do a full debrief on all the drawings that we collect at a conference. Rather than let the images go to waste, we wanted to share the creativity and in so doing, ask for interpretation of the drawings.

So, here’s the deal: we’ll periodically share a customer experience map and we’d love for you to interpret it for us. If you’re a reader and you recognize your own drawing, please jump in and tell us about your drawing. Even if you didn’t create the drawing, take a crack at interpreting the experience. Finally, if one of these drawings inspires you to create your own, please share it with us.

Here's our first cadidate. What's the story behind this drawing?

How I ended up in my career

How I ended up in my current career 

(See the full-sized image on our Facebook page.)

1 Comment

Not sure if it needs any explanation? Seems like it's all in the art! And the lesson learned...keep that LinkedIn profile up to date. You never know who may be in need of your services.

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