Trends Report

Journey Maps And Process Maps And Service Blueprints, Oh My!

Definitions And Uses Of Common Mapping Tools

January 10th, 2024
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Gordon Barnett , Joana de Quintanilha , Maxie Schmidt , Rick Parrish , Lisa Nakano , Victoria Manes , Demi Starks

Summary

CX pros have a wide range of tools available to map experiences and analyze processes. Some tools bring an outside-in customer perspective and some start with an inside-out business perspective, while others try to combine both views. Each has their own use case and value. This report provides an overview of commonly used journey and process mapping tools, their definitions, and how they’re used across organizations.

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