San Francsico, CA | June 15th, 2013
MAPPING THE EXPERIENCE & ORCHESTRATING TOUCHPOINTS
As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your product or service. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and we’ll show how to map the customer journey across touchpoints and channels. We’ll explore how every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.
Learn how to examine the full view of your users’ journey and draw a blueprint of those interactions at this full day workshop. Learn the characteristics of touchpoints so you can define them for your organization.
In this workshop, you’ll learn how to:
- Get everyone involved in identifying touchpoints
- Visually describe what the user’s journey looks like
- Tell stories and craft narratives from the user’s point of view
- Use mapping as a catalyst to discuss organizational goals
- Orient teams around a shared understanding of the journey
- Expand on scenarios, personas, and mental models
Diving into experience mapping
- The value of experience mapping in experience strategy and design
- The context, people, and systems involved in experience mapping
- Methods for conducting research on your users’ journeys
Mapping with your team
- Techniques for involving your organization in mapping activities
- Ways to layer data to tell an engaging story about your users’ journeys
- The stages, emotions, and channels that affect the quality of a journey
Creating a narrative
- The importance of storytelling in experience mapping
- Ways to visually represent user data with richness, depth, and detail
Using maps as a catalyst
- How to use experience maps as a tool to identify and visualize opportunities for better serving customers
- Methods to prioritize opportunities for optimization and innovation
WHAT ARE YOUR REFUND GUIDELINES?
We try to be as flexible as we can:
Sixty (60) days prior to the event you plan to attend, you may request a full refund.
Thirty (30) or more days prior to the event you plan to attend, you may request a 50% refund.
Less than thirty (30) days prior to an event, there are no refunds available.
You may always transfer your registration to another Adaptive Path workshop or conference within one (1) year of the date of cancellation, or assign another individual from your organization to go in your stead. Please contact us either way.
Please note that any refunds given will returned less the registration fee ($9.95) and the 2.4% fee PayPal charges for each registration.
WHAT DISCOUNTS DO YOU OFFER?
Want to bring your whole team? Great idea! If you can pull together 4 or more employees from the same company, we’ll let you in for less. Just let us know the number of folks you’d like to send.
If you work for the any branch of the government (federal, state, or local), just contact us for a promotion code which will knock the price down by 25 percent. When you come to the event, show your government ID card or proof of employment on agency letterhead at registration to confirm your discount.
If you’re a full-time student, we’ve got a discount for you, too. Contact us for a promotion code which will knock the price down by 25 percent. When you come to the event, show your student ID card at registration to confirm your discount.
Please contact us at apevents(at)adaptivepath(dot)com for questions and more information about Experience Mapping Workshop or any other Adaptive Path conference or workshop.
When & Where
Adaptive Path is a leader in experience design, founded in 2001 and now a part of Capital One. We're experienced guides, strategic thinkers, design doers, and expert jugglers. Our mission is to inspire and enable others to help create as many great human experiences as possible.