Why design thinking is the perfect platform for customer journey mapping
"If you’re serious about business management, it’s very likely that you’re familiar with the phrase ‘design thinking’. But familiarity with the term doesn’t necessarily mean that you’re familiar with the discipline itself – or its potential benefits to customer journey mapping.
So for the uninitiated first of all, what is design thinking? While there is no definitive definition, design thinking is a problem-solving framework that is rooted in empathy and understanding of the person (i.e. the customer) that you are solving the problem for.
Brands that have embraced design thinking to put customers at the heart of product and service design include the likes of Disney, Uber and Tesla, all of which have subsequently gained a reputation for disrupting markets, delivering superior customer experiences and achieving strong business results."