Dealer Services customer journey map

  • for Daikin at Dubberly Design Office
  • 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 Daikin’s dealer services. Daikin is the world’s largest air conditioner manufacturer.

This map offers an approachable, multi layered overview of Daikin’s 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