Last summer I received an email from Kent Grayson, a marketing professor at the Kellogg School of Management at Northwestern University. Kent had seen the experience maps we created for Comcast and was interested in writing a case study about them.
In Kent’s words, “the case would inspire [MBA] students not only about the benefits of experience maps but also the more general principle of how beneficial it is to deeply understand the customer experience.”
Last summer Kent wrote up the case study, I provided some details on how we developed the experience maps, and late last year it was published. You can get a copy for a mere $6.95 from the Harvard Business School website.
Harvard Business School is the leading source of these case studies worldwide, which means that in the next couple of years hundreds of business school students could read this and start to apply user experience research and design practices in their work. Exciting!