Two-track Journey Map

Edmond Gozo

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This is a journey map with a bit of a twist -- it presents the customer's journey alongside the institution's journey.

This two-track approach is powerful, showing how the company really needs to think about how its stages and actions actually correlate with where the customer is in his/her journey.

Edmond Gozo

Chief Design Officer @ Tinqer

A strategist, designer, problem solver, and all-around tinkerer, who helps people design better products, services, spaces, and experiences… and build the capabilities and mindset to make it happen.