Customer Journeys: Not Just Another Deliverable

A session at IA Summit 2012

Sunday 25th March, 2012

9:55am to 10:15am (CST)

As the sun sets on transaction-centric systems and we move into an era of cross-channel engagement and personalization, customer journeys are proving to be a critical tool in the IA/UX arsenal. However, a journey map is only as valuable as the value it provides to a project. A standard structural definition is hard to pin down because the form is highly dependent on the function—what is being conveyed—as well as the context—the role of the deliverable with respect to project stakeholders. Creating a journey map is easy; creating a valuable, believable, useful, elegant journey map is a bit more challenging.

This session will take a practical deep-dive into the process of illustrating customer journeys, from determining whether journeys are right for you, to identifying relevant components, through collaborative authoring techniques, refining visual language, and solidifying strong, value-centric narratives.

About the speaker

This person is speaking at this event.
Jamie Thomson

Experience designer @MadPow Boston. @DrexelCCI alum (it'll always be the iSchool to me!). I work to improve our healthcare ecosystem. I also like em dashes. bio from Twitter

Next session in Empire II

10:45am Cross-Channel Search: Design Approaches for Mobile and Tablet by Greg Nudelman

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Time 9:55am10:15am CST

Date Sun 25th March 2012


Empire II, Hyatt Regency New Orleans

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