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Focal tool: The customer journey
Watch Alex Cowan explain the customer journey and describe the tools a product manager can use to think through it, discuss it, and test it.
In this video, Alex introduces the customer journey and discusses tools to test and understand the journey. One tool used in the video is an x-y axis diagram and the other is a storyboard. Both are applied to the company Enable Quiz. Think about the similarities and the differences that resulted from the tools, and how these results can “smooth out the bumps” in the customer journey.
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