Dealer Services customer journey map

  • Document
  • 2019
  • 1 x 3 m

In a customer journey map, one can consider how users interact with a variety of touchpoints over time. I mapped dealer services for the largest air conditioning manufacturer.

This map offers an approachable, multi layered overview of the dealer services including individual touchpoints, stakeholders involved, information flow, and user emotion along a specific timeline (from planning, staging, installing, commissioning to monitoring).


  • Design: Marina Menéndez-Pidal
  • Creative direction: Paul Sousa