Top

Process: Journey Mapping

UXmatters has published 9 articles on the topic Journey Mapping.

Top 3 Trending Articles on Journey Mapping

  1. Mapping the Hotel Guest Journey to Optimize the Customer Experience

    January 20, 2025

    Imagine that from the time guests research a hotel’s services to the time they check out, they feel like VIPs (Very Important People). They leave with a smile, write a glowing online review, and plan to return. They also spread positive word-of-mouth about the brand and, over time, are likely to become loyal guests. These are the impacts of refining the guest experience.

    In this article, I’ll take a close look at the hotel customer journey—and how a business can optimize hotel operations to deliver an exceptional customer experience.

    What Is the Hotel Customer Journey?

    The hotel customer journey is the path guests take from the moment they first hear about a hotel to the time they complete their visit—and beyond. It includes all the touchpoints at which guests interact with a brand. These touchpoints cover everything from booking a room to staying at the hotel to post-stay interactions such as surveys and loyalty-program invitations. Every stage of this journey shapes the guest experience and guests’ likelihood of returning. Read More

  2. Mapping Experiences

    September 26, 2016

    This is a sample chapter from the book Mapping Experiences: A Complete Guide to Creating Value Through Journeys, Blueprints, & Diagrams, by Jim Kalbach, which O’Reilly Media published in May 2016. UXmatters is publishing this chapter with O’Reilly’s permission. Copyright © 2016 O’Reilly Media. All rights reserved.

    Chapter 4: Initiate: Starting a Mapping Project

    Mapping Experiences CoverOne of the most common questions I get in my workshops on mapping is, “How do I begin?” Aspiring mapmakers may see the immediate value in these techniques, yet they have barriers getting started.

    Getting stakeholder buy-in is a common challenge. I’ve been fortunate to have had opportunities to create diagrams of all kinds and have found that stakeholders see the value in mapping only after the process is complete. As a result, initiating an effort requires convincing them up front. Read More

  3. Envisioning Experience Outcomes

    Leadership Matters

    Leading UX transformation

    April 20, 2015

    When your organization’s goal is to differentiate on the experience, you must start every product-development project by defining the experience that you want people to have with your product or service. Companies that differentiate on the experience do not begin by defining feature sets. They first define a vision for the experience outcome that they intend to deliver to their users and customers. Only once your team fully understands the experience outcomes that you want users to have can you make good decisions about what features and technologies would optimally support that vision.

    This is the fourth column in our series about what companies must do if they want to stop producing average user experiences and instead design great experiences. As we have already stated in our previous columns, great UX teams focus on differentiating their companies through design. If that’s your goal, you need to work for a company that shares your aspirations. Read More

Champion Advertisement
Continue Reading…

New on UXmatters