Kerry Bodine & Harley ManningOutside In, 2012
A visual representation of the steps, needs, emotions and touchpoints a customer moves through to accomplish a goal — built from customer research, not internal opinion.
Adam RichardsonHBR, 2010
A framework capturing actions, motivations, questions and barriers at each stage, turning the abstract 'experience' into something teams can redesign.
The EclipseFrontiers® LensMap the journey as lived, not as intended.