Sunday 25th March, 2012
9:55am to 10:15am
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.
Experience designer @MadPow Boston, @iSchoolAtDrexel alum, geek, big fan of em dashes. Some days I pretend I'm a unicorn. bio from Twitter
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