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Product-centric design can be an efficient way to design interfaces, but it can often lead to disjointed and poorly optimized customer journey experiences. Kim Flaherty shares her recent research into journey-centric design, and insights on how a journey-centric design practice can help organizations overcome product-centric challenges.

Report:\nArchitecting a Journey Management Practice

Learn more about Kim:

\u2060Bio\u2060 | \u2060LinkedIn\u2060

NN/g Resources about Journey Management:

\u2060The 3 Competencies of Journey Management (5-min video)\u2060

\u2060Journey Management vs. Service Design (4-min video)\u2060

\u2060The Practice of Customer-Journey Management (free article)\u2060

\u2060Customer Journeys and Omnichannel UX (free article)\u2060

\u2060Journey Mapping to Understand Customer Needs (UX Certification course)\u2060

\u2060Customer-Journey Management (UX Certification course)\u2060