When journey mapping, you will sooner or later come across a step or a stage in the journey where the customer can go in alternative directions, or where the customer faces multiple options. How should you deal with that in a journey map?
This is part of a Q&A video series with professional journey mapping tips from our experts Daniel Ewerman, CEO here at Custellence and Marc Fonteijn, host of renowned Service Design Show.
The questions come from participants in the Perfect Map Course.