• Switch Preview

    Review: “Switch” by Chip and Dan Heath

    For one of my projects this year as an intern, my manager instructed me to do some research on the idea of change. She sent me to Switch: How to Change Things When Change is Hard by Chip and Dan Heath, with the intention of reading the first few chapters focusing…

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  • Main Layer

    Journey Mapping

    How exactly can a business determine what they need to change about their product/service without knowing how the customers are currently reacting? They can’t. But customer journey maps make that easy. During my internship at Concur, I was introduced to the concept of a journey map used in a business…

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