Experience Mapping: Aligning Customer & Business Value

In this workshop ideal for UX designers and strategists, product managers and leads, and marketing specialists, you’ll learn how to turn customer observations into actionable insights through the use of experience maps.

The interaction between a customer and a business is where value is created for each. Visualizing the touchpoints between the two exposes new opportunities for improvement and growth. Experience maps align customer-business interactions in a way that gives strategic focus to create solutions with impact.

Takeaways

• Learn the principles and process for touchpoint alignment, showing value creation for the customer and for the business.
• Acquire the skills needed to initiate and conduct an experience mapping project.
• Gain hands-on experience drafting and visualizing the customer experience.
• Find out how to use experience mapping for strategic alignment with teams and stakeholders.

Prereqs & Preparation

• Alignment Diagrams by Jim Kalbach (Boxes and Arrows, 2011): http://boxesandarrows.com/alignment-diagrams/
• Adaptive Path’s guide to experience mapping: http://adaptivepath.s3.amazonaws.com/apguide/download/Adaptive_Paths_Guide_to_Experience_Mapping.pdf