Hassle Maps Another Perspective

In a recent article by Annette Franz on her CX Journey Blog, Annette sited an interview on Inc. where Adrian Slywotzky explained “Hassle Maps”.

Whether you’re talking about a consumer or a corporation, a hassle map defines all of the actual steps that characterize the negative experiences of the customer. Think about these questions: Where are the emotional hot spots, the irritations, the frustrations, the time wasted, the delay? Where are the economic hot spots? And then think about this: What are the ways that businesses can radically improve the hassle map for both the customer and themselves?

They sound very similar to customer journey maps and possibly frame the “problem” differently in a way that may work better for different types of people who see and think differently.

Creating a hassle map view of the customer experience would help some question every step of the process as if it was a negative and not fall into the trap of brushing it aside because “that’s the way its always been done”.

Each extra step, wasted moment, avoidable risk, needless complication, less-than-optimal solution, awkward compromise, and disappointing outcome is a friction point on the hassle map. And each represents an opportunity for a creative organization to create new demand by eliminating the friction or even reversing it, turning hassle into delight.

Read Annette’s full blog post here.

Read the original Adrian Slywotzky inerview on Inc. here.

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