Service Design Show

Do you ever wonder about the "so what?" of your journey maps...To this day, I often see that journey mapping is treated as a "documentation" exercise. Basically as a way to visualize our customers experiences. And while having that visual overview is useful, it's just the beginning.As you probably know, the real challenge is turning that understanding into action that actually impacts your customers (and your business). Not a small challenge by any means.That's why this episode of The Journey Management Playbook is fully dedicated to it.We're already into episode six of the series, and if you haven't seen the previous ones, you can find the full playlist in the show notes. So far, we've gone from defining a business challenge to using AI to generate and enrich insights. We’ve covered how to structure and simplify your journey to be more action-biased.But all of that work is just a foundation. The journey map we've created is a reflection of the current state, and the key question still remains: What do we do