Different faces of Customer Journey Mapping

UXDC
UXDC
Public group

Optoro

1001 G St NW · Washington, DC

How to find us

Optoro's office

Location image of event venue

Details

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, 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 we sit down 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
5.30 pm – 6.00 pm: Opening Talk & UX Connect (Networking)

6.00 pm – 7.30 pm: Talk 1 & Talk 2 & Talk 3

7.30 pm – 8.00 pm: Networking

Talks
Opening Talk: Faces of customer journey mappers: creating personas for CJM software.

Yuri Vedenin, Founder @ UXPressia, Arthur McCay, Head of Customer Success @ UXPressia

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 on a daily basis. We’ve heard hundreds of stories and, we’ve seen thousands of customer journey maps. All of that gave us all resources to develop and validate Personas, describing different “mapper” types.

1) How to ensure buy into CJM from your stakeholders.

Natalie Mandriko, Product Manager at WeatherBug

It’s common to feel uncertain about introducing a research process at your organization. Customer Journey Mapping is no different. Before you start practicing CJM at your organization, it’s critical to do the prep work to build your confidence and get early buy-in from your stakeholders. Let’s walk through the real-world case study of how CJM was introduced to an organization and discuss how you can start CJM project at your company.

Natalie enjoys discussing all things digital product design and development. She started her career as a software engineer and later she shifted her focus to project/product management, business analysis, UX research, and design.

She believes UX design process saves company’s money by shifting focus from expensive software building into fast and cheap product concept testing to discover valuable, viable and usable product offerings.

2) Why journey maps are great, and which one works best for you and your client.

Ponja Hoxha Ocumarez , UX Designer @ Taoti Creative, UX Researcher @ Motherhood.Design, Inc.

Journey maps are a great way for visualizing the processes a user goes through in order to complete an action. Journey maps are, narrative documents, they tell the story of our users.

3) Why we create journey maps and what to do if it doesn’t go as planned.
Sofya Savkina, UX Analyst @ ICF-Next
Journey maps are a great tool to visualize user interactions and experiences while completing a task. If done right, journey map has a great power to help organizations understand and improve customer experience. There are times, however, when it’s quite challenging to represent complex user journey information within one visual. Let’s discuss some real-life constraints that might occur during the journey mapping and how to mitigate them.

About organizers
UXPressia (https://uxpressia.com/) – Collaborative user experience platform. Create, export, and share designer-ready customer journey maps, personas, and impact maps online.

UXPressia Academy (https://www.academy.uxpressia.com/) – Online educational platform for developing Service Design & Customer Experience skills.