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Journey maps workshop: The pathway to excellent customer experience

  • Jan 14, 2014 · 7:00 PM
  • This location is shown only to members

Agenda

5:45 to 6 pm: Volunteers arrive for venue setup

6:15 to 6:45 pm: Networking and reception

6:50 pm: Announcements and introductions

7 to 9 pm: Journey maps workshop

9 to 9:30 pm: Cleanup and departure


Why are journey maps important?

Customers are experiencing your company through people, processes, etc. Customers interact with various departments in the organization, but your departments don't know who your customers are. Suffice it to say that your departments and your experiences are silo'd. How do we overcome that?

Customers have experiences with your company, but do you know who they are?  That's where Carol Buehrens, an expert on customer journey mapping comes in.


What are journey maps?

Journey maps help you capture the customer experience from the strategic viewpoint at a variety of touchpoints. They help you identify touchpoints and find opportunities for improvement. Most importantly, they allow you to map your customers' emotions, too.

Journey maps are comprised of phases, and each phase is comprised of a bunch of touchpoints: mail, support line, whitepapers, account manager conversations, etc.

"Emotions are the foundations for experiences."


How do I create a journey map?

When creating a journey map, start with a strawman version of the map, but you know there is a lot more going on under the water! To help you create your high-level journey map, Carol will show us how in an exclusive OCUX workshop & discussion. 


About our Guest Speaker

Buehrens is a customer experience architect with ICW Group in San Diego and an adjunct faculty member for Cal State Fullerton's User Experience and Customer-Centered Design certification program. She'll be sharing best practices from her experience mapping the journey for ICW Group's customers. ICW Group is an insurance company that sells through individual brokers. The brokers are their customers.

You can find out more about her at http://www.linkedin.com/in/carolbuehrens


About our Sponsors

First, a huge thank you to both sponsors for this event. CSUF's GG extension campus has graciously provided space for us all to meet and for Vitamin T financially supporting this event and group.

In a nutshell, Vitamin T provides carefully screened freelance designers, developers and copywriters on a freelance and Talent Bridge basis. Sometimes we also provide cookies and milk, just when you need them.


University Extended Education extends the resources of California State University, Fullerton into the community and around the globe. We offer learning opportunities for every stage of life.

Working Professionals find the key to success in professional development that provides leading edge education they can immediately apply. Certificate programs are convenient and accessible at CSUF or on-site. Customized workforce training is also available.


Parking
Free parking is available in both parking lots. There is one directly behind the Coastline building and the adjacent lot is the one with McDonald's sitting in the middle of it. You can park in either but make sure you download the parking pass here and display it on your dashboard or you will be ticketed. Someone mentioned it says 2013 - Here's a Photoshopped version with it saying 2014:

http://files.meetup.com/2427472/Temporary%20Parking%20Pass_v2.pdf


Want to volunteer?
If you would like to help out or get into the event if all the spots are taken, fill out this Volunteer form! Thanks!

Join or login to comment.

  • Shraddha S.

    Hi there! Carol mentioned that she is releasing a series of free E-books on customer experience. Here is the first: Six Essential Goals for Customer Experience Strategy ow.ly/tGB0Y

    1 · February 25, 2014

  • Sarah D.

    Did Carol share her handouts on the meetup? I remember she mentioned she would...

    Excellent event!

    January 27, 2014

    • Shraddha S.

      Yes, I just posted the link in a comment above. As long as you are a member of OCUX you can download it. Enjoy!

      February 24, 2014

  • Shraddha S.

    Several of you expressed interest in seeing the slides of Carol's presentation. If you are a member you can access it through the Files section of our site. Here is the path and the file you want to download: http://files.meetup.com/2427472/cbuehrens_OCUX_CX_journey_maps_handout.pdf

    February 24, 2014

  • Shraddha S.

    Carol's book is available for purchase. She sent along this message:

    I’m pleased to announce the release of my newest book: Happy R.A.V.I.N.G. Customers!

    It’s packed full of strategic, tactical, and practical inspiration. Follow the steps provided to focus your strategy, goals, and employee culture on what counts, your customers. Help move your organization from being process-driven to customer-driven.

    You can buy the book on Amazon: amzn.com/[masked]X.

    For a limited time, we’re offering friends and followers 10% off when you buy through Amazon’s partner, Createspace: SAVE 10% at createspace.com/[masked] and enter discount code: CG83XLJ6

    I sincerely hope you enjoy it!

    Thank you,

    Carol Buehrens

    February 19, 2014

  • Shraddha S.

    Thanks to everyone for coming to our workshop. It was the contributions of many people that made our session a success and I'd like to thank them here:

    • Speaker Carol Buehrens: Thanks so much for taking the time to put together such an effective presentation and activities to our members. We are all looking forward to being able to buy your book soon!
    • Sponsors Suzy Thompson and Pat Lussier: Big thanks to our sponsor Vitamin T (our food sponsor) and Cal State Fullerton (our venue sponsor). This event wouldn’t even be possible without the impeccable assistance of Pat and Suzy.
    • Volunteers: Huge kudos to Rhett, Kristin, Seyed, Parth and Chris whose help in unloading the food, taping the session, checking in members, setting up the venue and cleaning up afterwards was a massive help!

    I hope to see all of you at our next Meetup!

    January 21, 2014

  • Suzanne B.

    Great info, and Carol's presentation was super!

    January 16, 2014

  • Alesha A.

    Carole made Journey Maps so easy to understand and articulate! Looking forward to the book (and the presentation slides - grin.)

    January 15, 2014

  • Sherryl

    Overall, this was a great workshop and information shared. Thanks for putting this together

    2 · January 15, 2014

    • Martin A.

      Yes, thanks Shraddha for making it happen :)

      2 · January 15, 2014

  • Shraddha S.

    I uploaded some photos from the workshop last night. Please tag yourselves on them. Thanks!

    January 15, 2014

  • Scott B.

    Great job!

    1 · January 15, 2014

  • Ray R.

    A+ Presentation. I wish the presenters book was out.

    1 · January 15, 2014

  • Rhett K.

    Parking Permit has 2013 on it. Are we all going to get ticketed? Should we photoshop in 2014? Most of us should be able to do that, lol. I already did but will wait for the official copy. Do I get bonus points for noticing this, lol?

    2 · January 14, 2014

  • Shraddha S.

    After you arrive at CSUF Garden Grove campus on the corner of Euclid Street and Acacia Parkway, park in the lot behind the building. They are repaving the sidewalks so walk around to the front entrance (at Euclid and Acacia) to enter the building. See you then!

    January 14, 2014

  • Scot

    wanted to attend this, but have some things to do in prep for World IA Day this coming Feb 15th.

    1 · January 13, 2014

    • Alesha A.

      This will be my first OCUX meetup and I checked out the map link above... it's dropping us at Kaiser medical center and a Ralph's grocery a little way up Euclid. I googled the GG center for CSUF and it's got the location tagged at the corner of Euclid and Acacia. If anyone knows differently, please post. Thanks!

      January 14, 2014

    • Shraddha S.

      You want the location on Euclid and Acacia. Head up Euclid. Take a left on Acacia. Park in the lot behind the building. Walk around to the entrance on Acacia and Euclid to enter the building.

      January 14, 2014

  • Shraddha S.

    If you are bringing your laptop or tablet to the workshop tomorrow night use this wifi password: Fullerton13

    1 · January 13, 2014

  • Shraddha S.

    If you are planning on attending this workshop, please remember to print out a parking permit so you aren't ticketed by the campus police. http://files.meetup.com/2427472/Temporary%20Parking%20Pass.pdf

    January 12, 2014

  • A former member
    A former member

    Should we bring our laptops?

    January 11, 2014

    • Shraddha S.

      You can if you'd like to take notes as Carol is presenting.

      January 11, 2014

  • A former member
    A former member

    Thank you so much Shraddha! Looking forward to meeting you!

    January 11, 2014

  • Michael S.

    I have to withdraw my reservation as I will not be able to attend...bummer.

    January 10, 2014

    • Seyed T.

      I think someone mentioned in the comments below there will be a recording of the session!

      January 10, 2014

    • Shraddha S.

      I am sorry to hear that Michael. I look forward to seeing you at the next one! Please update your RSVP so we have an accurate count. Thanks!

      January 10, 2014

  • Shraddha S.

    Big thanks to Vitamin T for being our sponsor. Without their support we wouldn't be able to have dinner before the event. Bring your appetite for sandwiches, chips, veggies, crackers, cookies and drinks! The OCUX team is grateful for their sponsorship!

    1 · January 10, 2014

  • Shraddha S.

    I was able to add some more spots for this event. So all waitlisted members are in! Let your friends or colleagues know if they wanted to come but were discouraged by the sold-out status.

    1 · January 10, 2014

  • samir

    no can do. updated RSVP. Will there be a recording available by any chance after the event? Thanks!

    January 6, 2014

    • Shraddha S.

      Yes, we are planning on it. I will post the link on this meetup page when it is ready to view. Thanks for your interest!

      January 9, 2014

  • Shraddha S.

    This event is sold out! If your plans have changed please update your RSVP status so somebody on the waitlist can attend.

    If you are on the waitlist and would like to come, become a volunteer. Just fill out the Volunteer form below and somebody will contact you to let you know what you will be doing and when you should arrive. Volunteer form: https://docs.google.com/forms/d/1Ht1v502aFB1CvWfC802fqeeR6AFo7pmBNiG1O92r2RU/viewform

    December 31, 2013

    • Seyed T.

      Hi Shraddha, I filled out the volunteer form and awaiting a response.

      1 · January 2, 2014

    • Shraddha S.

      Thanks Seyed! I will be mapping out duties and will be in touch at the end of the week.

      January 6, 2014

  • Jermaine R.

    Sounds great, look forward to networking with UX professionals.

    January 2, 2014

  • Rhett K.

    Still a ways off, but hoping to make this. Rhett, UIUX.

    1 · December 4, 2013

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