KPA Conversations - The Customer Journey Through Architecture

This episode explores the concept of the customer journey and its significance in architecture. The author emphasizes that the customer journey is multifaceted and can be viewed from different perspectives. The article outlines three crucial phases: engaging customers, ensuring their well-being, and anticipating their needs. The author highlights the role of architecture in creating spaces that enhance the customer journey, focusing on elements like layout, lighting, and material choices. The piece concludes by stressing that the customer journey is not a one-size-fits-all concept, requiring a nuanced understanding of various factors to create truly memorable and impactful experiences.