A beautiful example I experienced in Thailand.
I was ordering a Taxi using the Grab mobile app
After the Taxi was booked I saw the pickup point had a link, when I clicked on the link I saw a detailed step by step directions with images to guide me to the pickup point.
(Refer to image in comments)
It was so easy, I felt as if someone was with me helping me. The interesting part was the images were current. I found my pickup point easily.
It was wonderful to see someone had understood the customer journey. There was empathy that I experienced as well towards a visitor from some other country.
It was a wow moment for me!
No wonder Grab has done so well in Thailand.
How important is understanding the customer journey?
What role does empathy play in this process?
Is it dependent on culture?