Sensemaking is a new way to think about customer experience research, especially how people seek information and how they decide.
Sensemaking is about how people make sense of their world - communications they receive, information they want, or the services they experience. It is perfect for understanding how people try to figure out how to solve a problem - on their own, through search, and conversations with others.
Unlike other research methods - such as customer journeys and choice modelling - sensemaking takes social relationships and connections into account. We are, after all, social creatures.
Unlike customer journey research, sensemaking research is for experiences that are not linear.
- How people search
- How people deal with information overload
- When customers want self-service and when they need your help
- Designing a process, such as a registration process
- How people make sense of the instructions for an unfamiliar service or device.