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.
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. If you want to learn how to make better maps faster and with more confidence, head on over to The Perfect Map Course