I recently had the fortune of completing an engagement delivering current and future state customer journey, and an experience design capability uplift. Coming from a background in agile coaching software development teams, putting on the design thinking hat was a fascinating experience.
McKinsey and Company recently released a report they've been conducting since 2008 (US Consumer Sentiment Survey), the report I've enjoyed reading in particular is the "Meet today's American consumer", discussing certain consumer behaviours based on the current economic climate in US (and comparing certain elements with global trends).
Uber has gained a global following by releasing a mobile application that has disrupted the taxi industry. Alongside other comparable companies such as airbnb and Zappos, these companies tackle problems with the customer experience at its core.
So we thought what better way to demonstrate what we can produce by presenting to you the journey of a typical Ub...