Experience Mapping - A way forward

In a business world keenly focused on ease-of-experience for the end customer, no other industry is a greater hotbed for experience mapping than retail. A large global retailer introduced mobile apps to scan products in store and enable payment and exit without store intervention. This has set new standards for the kind of independence and personalization that today’s users are getting comfortable with, thus raising the bar for cross-industry retail segment (banking, healthcare, automotive etc.). They must now ensure a deeper diagnosis of the user journey.

An experience map is the key to unraveling this journey; it demonstrates the interconnectedness of a cross channel experience between customers and businesses.

It will allow you to identify opportunities and areas of improvement that will, in turn, propel strategic design direction keeping abreast of state-of-art, cross-channel customer acquisition, retention & conversion trends.

An experience map will enable a 360 degree view of the end customer’s patterns of activity that are associated with your service / product. Building a satisfied pattern will ensure customer’s emotional stickiness extending your reach to his social and personal world.