San Francisco, California
London, United Kingdom
Use Customer Journey Maps to Design Great Products, Services and Experiences
Customer journey maps are a powerful tool for analyzing the user's/customer's thoughts, feelings and actions throughout their relationship with your organization. Customer experiences are nonlinear; the map identifies key touchpoints where the customer is deciding to:
- click on your link — or a competitor's
- stay on your site — or "bounce" to another site
- read what you have to say — or give up
- believe in the value you are describing
- purchase, engage — or bail out
- remain a loyal customer — or make a change
- recommend you to their friends — or leave a negative review
Having identified these inflection points, you design an experience that will educate, nudge, guide, delight and convince the user to stay in relationship.
Service design practitioner Judy Cotter will walk us through the process of creating a customer journey map. She'll also share her recommendations for explaining to leadership how they're used and why they're valuable, how to use journey maps to inform your organization's strategy, and how to execute to the strategy.
About the Presenter
Judy Cotter is responsible for product and service design at a Fortune 500 financial services company. She learned customer journey mapping from some of the UX industry's most respected consultants, and continues to tweak and improve the customer journey maps for her organization, and help other product and service programs leverage them as well.
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When & Where
World IA Day San Antonio
All-volunteer group dedicated to gathering San Antonio's tech and design communities together to collaborate and share.