Masterclass: Journey Mapping as a Team Sport
MAY 11TH 8:00AM PST; 11:00AM EST; 4:00 PM GMT; 8:30 PM IST
2.5 hrs
Agenda:
Journey mapping is an important deliverable in your UX process that documents how customers interact across channels, and across time. However, it is more than a document. How you use Journey Mapping depends on how much ROI you want to gain from this deliverable. In reality, organizations that take a tactical view of journey mapping fail to engage key stakeholders, which slows down the implementation and measurement of journey mapping efforts. In short, ideas and recommendations are not given the justice they deserve– or that you want them to have.
Journey mapping can be used tactically– by a UX designer or team, or it can be used strategically, bringing key stakeholders into workshops that surface insights, cross-pollinate key information and provide authority to decisions made about the customer, channel, or business strategy changes. This is the beauty of journey mapping as a team sport.
This Journey Mapping Masterclass dives into how to run a Journey Mapping workshop. It will show how taking a stakeholder-centric approach to journey mapping can improve organizational value around UX and thereby boost your UX maturity. We will discuss measurement and implementation as well as clarification of roles in the Journey Mapping process.
About Monthly MasterClasses:
These monthly meet-ups are topic-driven live events with an informal presentation by Frank Spillers and group activities and discussions. Monthly MasterClasses are included as part of your membership. They allow a deep dive into important UX topics, with insights drawn from process best practices and case studies from Frank’s two decades in the field.
FREE FOR INNER CIRCLE MEMBERS
Want to access the MasterClass? Join now starting at USD $49 Nonprofit-Student-Emerging Market/ $99 Individual/$349 Team of 4.
(This is paid Member Content)
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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.
