Different Faces of Customer Journey Mapping

Customer journey mapping is key to understanding the experience of your customers, buyers, or users with your company, service, or brand and the ways to improve it. We created the Different Faces of Journey Mappers series to give you a chance to hear (and see) what journey mappers from all over the world have to share from their personal experience.

Join our event to learn, ask, network, and find inspiration for your own CX/UX project.

👥 Who is it for?

The event will be interesting for product leaders, researchers, UX/UI designers, marketers, CX leaders, and everyone interested in building human-centric products and companies.

💬 Talks

1) The role of Customer Journeys in the business of a Telecom vendor

Tingting Lin, Head of CX @ Qvantel

Today’s Telecom business is striving to become more customer-centric. As a BSS (Business Support System) vendor serving Telecom operators all over the globe, it has become imperative for Qvantel to drive improved experiences for end-customers across vastly different cultural and social contexts. This talk will present our practices leveraging customer journeys to address some key questions in the business: 1) How to design a standardized software product and make it work for everyone? 2) How to communicate product capabilities to audiences with different background? 3) How to ensure localization with minimum customization?

Tingting Lin is the Head of Customer Experience (CX) at Qvantel, with a strong focus on Product/Service Design and Innovation. She has led the CX team to design and implement Customer Journeys for both incumbent and greenfield operators. For over 11 years, she has been passionately working on the "Human Element" of Information Systems in both academia and the industry, together with researchers and practitioners in Europe, China, Southeast Asia, and South America. She holds a Doctor of Science in Information Systems Science.

2) Designing customer journeys in fintech with empathy

Lara Chikhani, Senior Lead UX/UI designer @ Oliver Wyman

COVID-19 compelled companies to deeply dive into their digital transformation, making quick necessary adjustments in order to survive and meet the changing behaviors of their customers who were swayed into the digital world.

Companies should swiftly improve and revolutionize their existing customer journeys and services to retain customers, build needed trust, and meet their changing needs while reaching their business’s financial objectives.

This talk focuses on fintech products where we will discuss tips and tricks on how to design more human-centric customer journeys and how to turn them into joyful experiences, rather than just a tool that they must use.

Lara Chikhani is a UX Designer with over 15 years of experience in the field of user-centered design and technology. Over the years, Lara has worked with various development teams, startups, and consulting firms as a Lead UX Consultant. Her projects varied from propelling startups to building digital strategies for SMEs and larger enterprises. She also mentors startups and professionals on how to apply proper UX practices.

🎥 While nothing can replace the live experience and discussions, the talks will be recorded and shared after the event.

📅 Schedule

CET Timezone (UTC +1)

4:45 PM - 5:00 PM – 1-1 Networking

5:00 PM - 5:10 PM – Opening Talk

5:10 PM - 6:00 PM – Talk 1 & 2

6:00 PM - 6:30 PM – Round Table Discussions

About organizers

UXPressia is an all-in-one cloud solution for understanding customer, user and buyer experience, engaging teams, and driving successful digital transformation. Visualize your customers' journeys, create personas and impact maps, analyze touchpoints in multi-channel interactions, and invite teammates to collaborate in real time. Export designer-quality maps and personas and present them right from your browser online.