At its most basic, journey mapping is a compilation of user goals and actions into a timeline. Here we show insightful details that add value to the design process.
Support logs are one of the most important sources of customer insights. These ‘insights’ are often ignored or sidelined by other departments’ teams because they are mistrusted or lack context.
The ongoing battle for design ownership often ignores the real consequences of making design decisions
In this article let’s dig into the successful customer service strategies Trader Joe’s uses to build a band of customer advocates and stand out from the pack.