Anatomy of a Customer Journey

Laura Seargeant Richardson

“The most important reason for going from one place to another is to see what’s in between.”― Norton Juster, The Phantom Tollbooth

New ideas randomly organized by stage of the customer journey
Time expressed as a linear process of “moments”
A touch point moment
Touch point moments violating experience values
Touch point moments violating design principles
An audit journey focused on a singular lens — Perception
FlightCar ideal journey

We are a product design firm. We love design – for the technology, for the simple joy of craft, and ultimately for the experiences we create.

We are a product design firm. We love design – for the technology, for the simple joy of craft, and ultimately for the experiences we create.