Essentials of Journey Mapping Webinar- How to map out the user journey
1 hour 17 minutes
Journey Mapping provides an opportunity to follow a customer across time, place, and channel to understand what is broken about a product or service experience. Journey Maps provide a central focus for teams to make critical decisions about UX design or CX experiences.
Topics include:
- Preparing your journey map- vital inputs
- Running the journey mapping workshop
- How to visualize your journey map
- Using your journey map for improved CX/UX
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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.
