This document contains notes from a presentation given by Hubert Anyżewski at the WUD WRO conference in 2013. It summarizes the key differences between a customer journey map and an experience map, noting that a customer journey map analyzes a specific customer's experience along a specific journey through touchpoints, while an experience map analyzes the holistic experience of a service through touchpoints representing many customer journeys. The document also emphasizes the importance of understanding channels of interaction and touchpoints when mapping customer experiences.

1. Experience Journey
Hubert Anyżewski
WUD WRO
2013

2. hubert.anyzewski@uselab.pl
@anyzewski
• Over 10 years of UX/CX experience (more than 14 markets)
• Master’s Degree in Social Psychology (major in HCI)
• Co-Owner and UX Director at UseLab – Poland (www.uselab.pl)
• Co-Founder and board member of UX Poland (www.uxpoland.com)
• Co-Founder and Head od User Experience Design postgraduate studies on
SWPS (Warsaw and Wrocław)
WUD WRO
2013

3. WUD WRO
2013

4. Customer Journey Map vs.
Experience Map ?

5. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

6. WUD WRO
2013

7. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

8. WUD WRO
2013

9. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

10. WUD WRO
2013

11. Mapping Experiences and Orchestrating Touchpoints
Chris Risdon & Patrick Quattlebaum | UX Week 2012
WUD WRO
2013

12. WUD WRO
2013

13. WUD WRO
2013

14. WUD WRO
2013

15. Customer Journey Map:
- service design tool
- way to analyze customer (specific) experience on a journey (specific)
- canvas to visualize customer journey and experience via. touchpoints
WUD WRO
2013

16. Customer Experience Map:
- service design tool
- way to analyze holistic experience of our service
- canvas to visualize experience via. touchpoints for many journeys
WUD WRO
2013

17. Remember to:

18. 1. Understand channels
• Single channel vs. Multichannel
• Cross-channel
• Omnichannel
Chris Risdon & Patrick Quattlebaum
„Channel
– a medium of interaction with customers or users”
-Adaptive path
WUD WRO
2013

19. 2. Understand Touchpoints
Chris Risdon & Patrick Quattlebaum
„Touchpoint
– a point of interaction with service/product (in specific time and place)”
-Adaptive path
WUD WRO
2013

20. Contact me:
hubert.anyzewski@uselab.pl
@anyzewski
WUD WRO
2013