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Method evidence record

Customer Journey Mapping

Customer Journey Mapping is a service design methodology that visualizes the complete customer experience across all touchpoints and phases of a customer relationship, from awareness through advocacy. Developed through work in design and service management, journey mapping integrates behavioral data, customer emotions, pain points, and moments of truth to reveal opportunities for experience improvement and organizational alignment.

Evidence statusSources recorded, not reviewedBibliographic sources are present. Claim-level evidence review has not been performed.

Source record

Recorded

Citations copied verbatim from the method’s source record. No claim-level verification is inferred from them.

Customer Journey Mapping Framework

Taxonomic method recordprocess-pipelinemarketing

  1. Rosenbaum, M. S., Ostrom, A. L., & Kuntze, R. (2005). Tensions in Service Quality and Service Marketing: An Introduction. Journal of Services Marketing, 19(7), 422-428. · URL

  2. Patrucco, A. S., Ciccullo, F., & Creazza, A. (2018). Mitigating Operational Risks in the Freight Forwarding Industry. International Journal of Logistics: Research and Applications, 21(2), 131-146. · URL

  3. Curedale, R. (2013). Service Design: 250 Essential Methods. Design Community College Inc. · ISBN 978-1492218074

Open full method3 recorded citations, copied from the method source record.

Curated claims

Assessed

Claims persisted in the evidence ledger, each with its own assessment.

No curated claims yet

This view does not invent a claim assessment when the ledger has none.

Related methods

Suggested5

Generated from the method graph and shown as machine-suggested relations. No evidence claim is inferred.