Talk & Discussion: Is There a Case for Journey Management?

Wednesday, April 30th - 6:00 PM EDT
Talk & Discussion: Is There a Case for Journey Management?

***Please fill out at this attached link to access our venue, prior to the event date: https://forms.gle/QhhVABpsWAPuNmY26 ***

Event Description
Is There a Case for Journey Management? Let’s Explore It Together
What is journey management, and does it really matter? In this informal and interactive session, we’ll explore these questions together. Drawing on my experience as a consultant with Adaptive Path and a design leader at Capital One, I’ll share real-world examples and thoughts on positioning journey management as both a customer experience (CX) tool and a driver of business efficiency.
But this isn’t a one-way conversation. I want to hear from you. Together, we’ll dig into:

• Your definition of journey management: What does it mean to you?
• Journey mapping vs. journey management: How do they relate—or differ?
• Arguments for and against managing journeys: What’s the strongest case on either side?

The goal is to surface diverse perspectives, learn from each other, and collectively shape a deeper understanding of what journey management can (and can’t) do. Whether you’re a journey skeptic or a journey evangelist, your voice matters in this conversation.
Let’s get our hands dirty, share insights, and see where this exploration takes us!

Speaker
Jamin Hegeman is a seasoned design executive with extensive experience leading cross-functional teams to deliver exceptional customer experiences, foster innovation, and scale design organizations to drive business growth. His career spans a broad spectrum, having worked as a journalist, editor, and web developer, with expertise across all aspects of design—from research to strategy to delivery, and from UI to hardware to print and physical spaces.
Over the past 15 years, Jamin has pioneered and advanced service design and journey management, integrating these practices into organizations such as Adaptive Path, Capital One, Hitachi, REI, and USAA. He has led 21 service design conferences across Europe and North America, furthering the discipline’s global impact.
A passionate advocate for design and meaningful change, Jamin is dedicated to empowering the people around him. Whether coaching leaders, developing design cultures, or aligning teams around a shared vision, he thrives on creating environments where creativity and strategy come together to deliver real outcomes—and make the world a better place.
Agenda

• 6-6:30PM Meet & mingle over food and drink
• 6:30-7:30PM Talk
• 7:30-8:00PM Discussion & networking

Address
Intuit
51 Astor Place
New York, NY 10003
Financial Transparency & Scholarships
As a non-profit, we do our best to strike a balance between making our events available to all and ensuring we keep the lights on. For this event, we are charging $10.

• If this amount is prohibitive for you to attend this event, please message Barry on Meetup and we’ll provide you a scholarship to this event.
• If you’d like to provide scholarships, please message Barry on Meetup and he will follow up with you.

See you there :)
Francesco, David, Barry, Yasmin, Lynn, & Nick

Photo by Markus Laanisto on Unsplash