Mar 12, 2017
Touchpoint Epiphany: AFFINITY
In every journey, touchpoints range in emotional responses from euphoric to dysphoric. I was mapping a “gates open” process when the question popped into my thoughts: “Why do concert go’ers put up with this body-scanning-purse-searching process at all?” This question led to the more important question: “Why do people love going to concerts in the first place?” Unlike most processes, this “gates…
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#a day in the life of a customer at a concert#customer journey mapping advice#design for affinity#dysphoric touch points#the feedback loop#the gates open sub process#touch point affinity#touch point lessons learned#touchpoint affinity#touchpoint analysis and discovery methods#what Blockbuster and Comcast have in common#Why Amazon is so wonderful