Hi -- A few thoughts: Start outside-in. I've found the best results come from a deep understanding of customers, their journey and how they work, what they expect (expressed and implied), and what they find valuable. When you anchor your processes on customers, you always get better designs. It's not about the map. Most people view customer journey mapping as a documentation exercise, but I've learned it's about creating a shared understanding, a shared vision, and a shared commitment with ...