Nielsen Norman Group
Journey Mapping 101
Sarah Gibbons
A clear framework for mapping what customers do, think, and feel on the way from where they are to where they want to be, and for spotting where they get stuck.
A select few articles and books that have shaped how I think about customers, communication, and leadership.
A clear framework for mapping what customers do, think, and feel on the way from where they are to where they want to be, and for spotting where they get stuck.
Why smart strategies fall flat when the people who wrote them can no longer imagine not knowing what they know, and how to communicate so ideas actually stick.
Amazon’s practice of writing the press release and FAQ before building anything. It’s a simple way to keep product and messaging anchored to the customer from day one.
A short essay with one of the most useful writing tests I know: would you say this sentence out loud to a friend?
Google studied hundreds of its own teams to learn what makes the best ones work. Psychological safety came out on top.
A practical framework for caring personally about people while still challenging them directly, which is the heart of high standards without pressure.
The book I reach for when I need to remember that customers know things we don't. It's a practical guide to finding out what people need before you spend time and money building something they won't use.
The clearest explanation I know of jobs to be done. People bring a product into their lives to make progress on something, and understanding that progress changes what you build and what you say.
Short, practical, and still useful decades later. Drucker on spending your time where it contributes the most.
A poet’s case for bringing soul, creativity, and courage into corporate life. It’s a beautiful reminder that great work comes from the whole person.
Rogers on listening deeply, accepting people fully, and believing in their capacity to grow. It shaped how I think about leading and supporting the people around me.
A short, profound book about finding purpose in even the hardest circumstances. It’s a reminder that meaning is what makes people resilient.