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Journey Mapping During the “New Normal”

Part 1: Understanding the “New Normal” Through Journey Mapping

In the early months of 2020 everyone’s lives changed. Covid-19 and the resulting lockdown regulations forced many companies and their clients to go fully digital.  Around mid-March, our company transitioned to working fully remotely.  This change brought uncertainty and also numerous opportunities.  One of these opportunities was a collaboration between the User Experience (UX) and Digital Experience (DX) teams.  The goal was to uncover the current organizational workflows and document the experience as an end-to-end journey map. The scale of this initiative was massive: it covered the entire journey representing

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