Show notes

Episode 271 is a slightly different linkshow based around a tweet and article by Stephen Anderson, and two related articles, discussing arcs, loops and terrain in the context of service design.

Stephen started off by tweeting his feelings around using customer journey (maps) for experiences where the linear sequence is very different from user to user. This leads Stephen, and us in the podcast, on a journey exploring the concept of learning loops and arcs in an article by Daniel Cook and terrain in an article by Erik Flowers. 

Our journey ends up in Stephens article “When Customer Journeys Don’t Work: Arcs, Loops & Terrain” where he (together with Erik) combine loops, arcs and terrain into a model they have named “ALT-X”.

(Listening time: 36 minutes, transcript)


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