Image of character Lee
Meet Lee

Case study

Lee has developed a great profile of her customer and has also built a proto-persona of Justin. She thinks that now would be a good time to build a customer journey map for Justin.

However, Lee isn’t sure what type of customer journey map would be best for her online homewares business - a ‘Day in the Life’ journey map, current and future state experience, or a service blueprint?


What type of customer journey map do you think Lee should construct? And why you think that is the most appropriate type of map?

Post your thoughts in the Comments area.

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This article is from the free online course:

Online Business: Customer Profiling for Success

RMIT University