Discover frictions and opportunities
Along the visibility line we list the touch-points: the digital and physical points through which users interact with your service.
The map is now complete: above the line we have the visibile processes (front-stage), with which users interact directly; below the line we have invisible processes (back-stage), internal to your company.
Thanks to this snapshot we can discover frictions and opportunities of your service and we can guide you to match your touch-points to your internal processes, to deliver meaningful experiences. This also helps business, design and stakeholders to think in a way that is both holistic and specific to your company, without constraints from ready-made solutions and platforms.