Journey Maps with Legs! Best practices & hot tips for research, design, and dissemination

Grand Ballroom 3

Based on interviews with leading client-side and independent researchers, Jeanne Turner & Julie Francis will share best practices for journey mapping. Their suggestions & stories will cover many facets, including

  • Kick-off and Discovery: How to structure a productive journey map kickoff
  • Research: Which research methodologies, questions, & activities reveal the most useful insights
  • The deliverable: What features make a great journey map?
  • Dissemination: How to maximize the impact of your journey map

These tips, stories, best practices and case studies will be drawn from expert interviews with researchers, stakeholders & designers with a focus on service design and multi-channel retail. You’ll walk away with practical things you can do to deliver great journey maps that have staying power.

Session Details

Level: 
Intermediate