Customer journey mapping

A session at Customer Experience 2015

To improve and change the service that organisations provide, from designing the experience to the delivery of it, we must first understand what is in place today. Creating a current-state customer journey map provides a view of the end-to-end customer journey, the staff experience in delivering it, as well as the systems, processes and materials needed to enable that service.

This full day, hands-on workshop on current-state customer journey mapping will provide:

  • An understanding of customer experience design, what a current-state service map is, and what it affords the organisation
  • An understanding of what kind of data and knowledge is required to create a complete current-state picture
  • Practical guidelines on activities and tasks to use in gathering information about the customer experience, staff experience, systems, processes and artefacts currently in place
  • Practical guidelines on how to map the information in a clear and concise way
  • Practical guidelines on how to make use of the map

About the speakers

This person is speaking at this event.
Steve 'Doc' Baty

Principal at Meld Studios; President, IxDA; co-organizer of UX Australia; founder of UX Book Club. bio from Twitter

This person is speaking at this event.
Iain Barker

Researcher and designer of things. Principal at Meld Studios, Sydney. bio from Twitter

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