Journey maps workshop: The pathway to excellent customer experience

Orange County User Experience
Orange County User Experience
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Details

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 (http://vitamintalent.com/) 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 (http://extension.fullerton.edu/) 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 (http://extension.fullerton.edu/professionaldevelopment) 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 (http://files.meetup.com/2427472/Temporary%20Parking%20Pass.pdf) 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 (https://docs.google.com/forms/d/1Ht1v502aFB1CvWfC802fqeeR6AFo7pmBNiG1O92r2RU/viewform)! Thanks!