As I was leading a journey map session this week, one participant asked, “When you’re putting in the customer’s steps on the journey, how do you know which ones to include? It feels like it could get really long”
My response was that, from what I can tell, Captain Kirk never goes to the bathroom.
She paused, clearly trying to decide whether I was saying something insightful or just stupid. I don’t know if she ever decided which it was. Read more