Adaptive Pather Brandon Schauer has a new blog, and one of his entries from last weekend reviewed an article in February's Harvard Business Review called "Understanding Customer Experience." He lists reasons why companies have trouble with customer experience, one of which is the following:

"They recommend an evidence-based approach like voice-of-the-customer to making customer experience decisions (i.e., collect data, find patterns, then make decisions). This is often a cumbersome process, and should be listed as yet another reason why organizations don’t pay attention to experience."

Well, possibly an approach like mental model diagrams will make things a little more palatable and less cumbersome. Let's see what the next few months bring.