We had two folders full with Customer Journey Maps on our work server, seventy-five articles from whole over the Internet, five boards from really cool UX guys, a drawer half full of paper Customer journey map kits, and a whole galaxy of multi-colored pictures, tables, mails, feedbacks and so on.
All this had been rounded up the year before, in a frenzy of high-speed driving all over the Internet (from Pinterest to UX Lady) we picked up everything we could get our hands on. Bloody Hell, we needed all that to create bazillion of templates, but once you get locked into a serious customer journey mapping the tendency is to push it as wide as you can.
The only thing that really worried us was the Google search. There is nothing in the world more helpless and irresponsible and depraved than a whole team in the depths of a search binge. And I knew we’d get into that rotten stuff pretty soon.
After all this madness we have a pretty bunch of customer journey maps (also known as customer experience maps or user experience maps). All of them are based on the actual experience.