There’s a great scene in the movie Apollo 13 where a group of stranded astronauts must manufacture a “square peg” to fit into a round hole using only spare parts available to them on their spaceship. In fact, their life depends on it. We teach a Hard Yards Accelerator module on dealing with impediments. In it, we have three different designations for things that slow teams down. Doug Rosenberg’s post helps clarify the differences.
MURAL Playmaker
The Destination is The Journey Map
There are lots of different approaches to creating customer journey maps. At Hard Yards, we tend to see journey maps in one of two ways. They can either be used as a discovery tool or a planning tool. In discovery mode, we use journey maps to describe the current state of a given journey in order to empathize with the user, identify pain points, and expose potential solution ideas or areas for further research and testing. In the planning mode, journey maps can be used to map out a new experience from the ground up. This is often useful when launching a new product or service.