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:
Principal at Meld Studios; President, IxDA; co-organizer of UX Australia; founder of UX Book Club. bio from Twitter
Researcher and designer of things. Principal at Meld Studios, Sydney. bio from Twitter
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