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Different faces of Customer Journey Mapping

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Evening talks and networking: Different faces of Customer Journey Mapping

About this Event

As a team developing customer journey mapping software, we have a unique chance to engage with hundreds of journey mappers from all over the world daily. We’ve heard hundreds of stories, and we’ve seen thousands of customer journey maps.

People use CJM in different ways and build them for different purposes. We want to bring together people who are interested in the CJM topic and want them to get ideas from each other. Just thinking about your first CJM? You are welcome too!

Join us as for a fantastic evening of talks, case studies, networking and more!

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.

Schedule:

18:00 - 18:20 – Doors Opening

18:20 - 18:40 – Opening Talk & UX Connect (Networking)

18:40 - 19:50 – Talk 1 & 2 & 3

19:50 - 20:00 – Break

20:00 - 20:50 – Round Tables Discussions

20:50 - 21:00 – Closure

Talks:

1) A simple way to Journey Management

Nick Efimov, CPO @ UXPressia Academy

Specialists, teams, and even organizations face different problems when they try to improve customer experience and launch journey mapping initiatives:

  • don't know where to start their way to Journey Mapping;
  • tried, but failed, and didn't get any business and customer positive outcomes. They don't even want to try again because they don't understand what needs to be done differently;
  • want to launch a portfolio of journey maps to constantly improve customer experience;
  • want to have a unified language for all teams across the organization.

Based on many years of experience, we created a Journey Management Framework. It helps specialists, teams, and organizations to understand, plan, implement, and optimize a portfolio of journey maps to generate value-building enhancements to the customer experience.

2) UX Process and Mapping Customer Journey with Stakeholders - A Case from home24

Lariane Rossanese, UX Lead @ home24 SE

We had the challenge to redesign and improve the Reclamation process at home24.

There were many variants, people and departments involved on this project that we solved part of this complexity mapping the customer experience as one of outcomes during ideation phase with stakeholders.

I will present an overview of the process we used since the design strategy, research planning, ideation until the end solution we achieved being the bridge between many teams and people involved.

Lariane is UX Lead and Specialist with over 10 years of experience working with design, technology and innovation identifying insights and opportunities, helping clients attending people's needs for companies like Samsung, Google, Bayer, C&A, L’óreal, Honda, Yamaha, Caterpillar, home24 and others.

3) Simplifying the Complexity of Healthcare using CJM

Juan Useche, User Experience Designer @ Curalie

One of the biggest challenges is to simplify the complexity of the Health System and to understand that there is not simply one user. In many cases, while designing Health products, the user is not exclusively the patient but also the Professional or caregiver with different needs and desires. This makes us define our Journeys and consider in parallel both parts of the equation. Mapping out these journeys can be a challenge, especially when there is no time. I will share some insights and how to overcome this.

Juan Sebastian is a Colombian Product Designer based in Berlin. Originally he is an Industrial Designer and holds a Master in Strategic Design. He is passionate about service Design, Design Thinking and he is now working as User Experience Designer and facilitator in the Healthcare sector at Curalie.

About organizers

UXPressia – Collaborative user experience platform. Create, export, and share designer-ready customer journey maps, personas, and impact maps online.

UXPressia Academy – Online educational platform for developing Service Design & Customer Experience skills.

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