Journey mapping is one method for designing the end-to-end customer experience. It is a visual representation of the steps, emotions, and pain points that a customer goes through when interacting with a product or service. It helps to identify the customer needs, expectations, and goals, as well as the gaps and opportunities for improvement in the current experience. Journey mapping also helps to align the stakeholders on the customer perspective and prioritize the features and solutions that will deliver the most value and satisfaction123
References:
•The expanding role of design in creating an end-to-end customer experience
•End to End Customer Experience: Know and Control its 3 Elements - HEFLO BPM
•How Design thinking Can Shape end to end Customer Experience
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