Authors:
Michael Thompson
We've all seen them. Colleagues taking turns tapping Post-its of different colors onto the walls of meeting rooms, standing back pensively, then grouping and regrouping them in seemingly arbitrary ways. Over time, those Post-its evolve into tidy little rows and broad columns. Later, they take on a more even form, as neatly drawn lines and block-type headings set them off into groups. Sometimes they even incorporate drawings and icons. They invite us in because they are so easily comprehensible in telling the user's story; yet, on closer inspection, they become overwhelming in detail. Customer journey maps (CJMs) are fantastically…
You must be a member of SIGCHI, a subscriber to ACM's Digital Library, or an interactions subscriber to read the full text of this article.
GET ACCESS
Join ACM SIGCHIIn addition to all of the professional benefits of being a SIGCHI member, members get full access to interactions online content and receive the print version of the magazine bimonthly.
Subscribe to the ACM Digital Library
Get access to all interactions content online and the entire archive of ACM publications dating back to 1954. (Please check with your institution to see if it already has a subscription.)
Subscribe to interactions
Get full access to interactions online content and receive the print version of the magazine bimonthly.