Advancing your Journey Mapping process- How to manage the journey mapping process
1 hour 19 minutes
Journey Mapping provides an opportunity to bring your organization together around a shared understanding of how a customer interacts with your product or service across time. Organizational participation is critical to gaining good return-on-investment from the journey mapping process. In this webinar, we will cover the strategic organizational aspects of journey mapping including how to improve how you conduct journey mapping with your team, as well as how to manage the results and effort of a journey map.
Agenda:
- Preparing your journey mapping team
- Journey mapping ROI- getting your org on board
- Process problems and hacks
- Measuring journey mapping success in CX/UX and Service Design
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Who You will Learn From
Frank Spillers
Founder - UX Inner Circle
Frank Spillers, MS, founded the UX Inner Circle in 2020 to support senior practitioners facing complex challenges. The community exists to sharpen thinking, increase your confidence, and pressure-test real decisions. It’s built for people doing the work, not just talking about it. Frank founded an award-winning UX and Service Design consultancy (Experience Dynamics) and now leads UX and Service Design at numerous organisations, including the UK Government Digital Service. He has worked with and led teams to deliver hundreds of products and services over several decades. His work spans government, enterprise platforms, nonprofits, and global brands. He brings 25+ years as a senior UX and Service Design leader. His focus areas include Inclusive Design, accessibility, emotion-led design, cross-cultural UX, VR/AR, and UX leadership. His work has directly increased conversion by 88% and revenue by 300% for organizations including Nike, Microsoft, Intel, Capital One, Global Disability Rights Now!, the World Bank, and the City of New York.
