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Should I draw a third customer journey to bridge the gap between the “as-is” and the “to-be” map?
Should I draw a third customer journey to bridge the gap between the “as-is” and the “to-be” map?
Updated over 2 months ago

Let’s say you have a current state customer journey map (as-is), and a to-be map for the desired future state. What happens when you start developing solutions and find yourself in the middle of the two maps? Should you then create a third map to bridge the gap between the as-is map and the to-be map? Here is our best practice on this common journey mapping-dilemma.
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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.

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