Journey-Centric Design Lessons Learned: From Culture Change to Process Governance
Summary: Real organizations share what they learned while adopting journey-centric design so other organizations can avoid the same pitfalls.
Team members from several organizations partnered with NN/g to provide detailed information about their organizations’ journey-centric approach to customer experience. In this article, we share some of the lessons these teams have learned as they have established and matured their journey-management operations.
Journey-Centric Design and Journey Management
Journey-centric design is a philosophy and framework that focuses business and design operations around customer journeys.
Journey management employs journey-centric design operations to manage journey experiences through ongoing research, measurement, and optimization to improve customer experience and achieve business goals.
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