If your teams are still working in silos, stuck in a product-first mentality, and wondering why customer experience feels so disconnected, Kim Flaherty has some news for you. ?? A product-centric approach makes you focus on features. ?? A journey-centric approach makes you focus on customers. Too many teams try to achieve customer-centricity while still operating with this product-centric mindset. They tweak a feature here, add a touchpoint there—meanwhile, the customer’s journey remains disjointed. The truth? You can’t create a seamless experience if your teams are still working in silos. Truly shifting from product-centric to journey-centric design means: ? Prioritizing the customer journey over individual product improvements ? Breaking down internal silos in favor of crossfunctional collaboration ? Measuring success by customer outcomes, not just feature adoption But here’s the catch: A top-down mandate won’t cut it. Organizational change isn’t just about new processes. Teams need to see why journey-centricity matters, be trained on how to work differently, and be given time to adjust. (Because let’s be real—no one likes being told to “just do things differently” without context.) Read Kim’s full article for some tips: https://bit.ly/3FaeoD4 Want more? Read about how companies like Jumbo Supermarkets and PostNL worked to manage this mindset change in our latest report: https://bit.ly/3YlkpTj #UX #CustomerExperience #JourneyMapping #DesignThinking #OrgChange
Theo Lentjes Maher Alkhatib, MSc, CCEP Interesting!
?Just take all everyday apps that we use. I'm sure all of them are a product of a Journey centric approach. It's a high time product people should adopt Journey centric approach to stay relevant, competitive & fruitful!
Agreed, journey-centric all the way. That being said...the challenge of matching cadence between different contributors to the customer journey is always a tricky one e.g. sales/cs team who need to have a steady flow of engagement/promotional topics to share with customers vs a development team working on less marketable longer-term features
Journey-mapping is a great way to bring a cross-functional team together to generate ideas on how to create delightful, valuable customer moments. ??
Enterprise Agile Coach & Org. Designer at NTT DATA US
5 小时前This is a bit misleading and over generalizing a vast amount of professionals and companies that drive product management everyday. Great product teams use User Journey Maps consistently and drive product discovery properly around journey touch points. This kind of idea of trying to fit complex work in small pre-defined boxes only serves the purpose to sell more silver-bullet training which does not exist. Product and Journey are not separate things, they are both artifacts of the same discipline.