Adopting a pet is much more than a transaction — it’s an emotional journey. What if we treated that journey with the same empathy and design thinking used in UX? A customer (or user) journey map helps us narrate someone’s path, see their motivations, frustrations, and “aha” moments. What are Journey Maps?! A journey map, … Continue reading From Swipe to Shelter: Using Customer Journey Maps to Improve the Adoption Process