Three Types of Maps That Could Have Saved eBay From the Skype Acquisition Failure

Learn how mapping eBay’s customer experience could have prevented the M&A headache with Skype

Christopher Bartley
Sep 1, 2020 · 8 min read
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Photo by UX Indonesia on Unsplash

History of Bidding and Messaging

Jack Welch’s Six Sins of M&A¹

The M&A Sins eBay Committed

eBay Misunderstood Its Customers

The 7th M&A Sin: Lack of Understanding

Understanding Customer Experience is Key

1. Use Big Data to “Map” Your Customers Behavior

2. Leveraging A Simple Empathy Map

Dave Gray's Empathy Map Canvas
Dave Gray’s Empathy Map Canvas

3. Developing a Customer Journey Map

Customer Journey Map Example by Nielsen Norman Group
Customer Journey Map Example by Nielsen Norman Group

Maybe the Problem Was Skype All Along?

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Christopher Bartley

Written by

I write where UX Design and the Hero’s Journey meet. There, you’ll find redemption for the soul and system. www.bartley.group

The Startup

Medium's largest active publication, followed by +752K people. Follow to join our community.

Christopher Bartley

Written by

I write where UX Design and the Hero’s Journey meet. There, you’ll find redemption for the soul and system. www.bartley.group

The Startup

Medium's largest active publication, followed by +752K people. Follow to join our community.

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