Experience mapping and user journey mapping is a great tool to walk through the service from the user perspective and to see the helicopter view of customer experience. But often done as a workshop with multiple stakeholders it becomes just a visual workshop artifact or document and teams struggle to find a way to make it an actionable tool. In this workshop you will look into ways to make your customer experience map as a living customer experience and product development tool, looking into zoom levels, additional lanes, and user story mapping as an action plan for IT or product development. I will also share some typical errors and personal lessons learned about mapping customer journeys.
The workshop will be a mix of theory and hands-on experience, targeted to UX designers, product designers, service designers – who are familiar with experience mapping and want to learn how to use this tool even more efficient.
As Head of UX/Service design at If P&C Insurance, she has been responsible for introducing UX and Service design in previously engineeringled, classical finance industry company. She has learned to merge UX and service design sprints with quick and actionable outputs for Agile development teams. Previously worked as UX Researcher & service designer, has got experience working in both agency side and inhouse, and has designed various web and mobile applications for FinTech (insurance & banking & fintech startups), telco as well as for government institutions as well as services for the health industry. She is also UX Riga conference founder/curator and passionate to share her learnings about UX and service design with other digital product makers.