Customer Experience Mapping & «
http://desonance.wordpress.com/2010/06/16/customer-experience-mapping/

ial plot refer to the six dimensions and three components in detail to ensur

There are six dimensions and three components of experience the map should capture. These represent important reference points for features of the service design – e.g. how the service is found, who uses it, what they’re looking for, what information they use, who and what is of most help etc. By capturing these experiential aspects we ensure the customers’ voice is represented as the service is designed and implemented.