…e, is doing a good job at pointing me to things that I would like, based on my actions in the past. But I know for a fact that it doesn’t know me. It doesn’t understand me. I have the privilege to know how these systems work, where this data comes from, and how it’s analy…
Consumer Journey Map
A diagram that explores the multiple (sometimes invisible) steps taken by consumers as they engage with the service. Allows designers to frame the consumer’s motivations and needs in each step of the journey, creating design solutions that are appropriate for each.