LEGO is mapping experiences

Bruce Temkin from the Customer Experience Matters weblog digs up an interesting example of customer journey mapping from Lego. Its a nice example that emphasizes the need to design for the whole experience. The emphasis here is on the “make or break” moments as well as the places/moments where additional data/information may be necessary. There are alot of things that could be done to build on this, but its a nice start.