Mapping out User Journeys (Mohammed Pitolwala)

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October 25, 2013

Mapping out User Journeys (Mohammed Pitolwala)

The necessity of providing user satisfaction on every key touchpoint in your business is critical to your success. The issue, however, is identifying those crucial touchpoints.

Customer journey maps could be an incredibly helpful solution in this area.

For example, a well-designed website is not enough when the customer’s tech support call was unpleasant and unsatisfactory. Journey maps help you identify these micro interactions from a users perspective and ensure that their experience is great at all the touch points.

In this workshop, designed by the Stanford, you'll learn about how to map a users step by step experience, map the "on stage" and "back stage" touch points and systems, add in the users attitudes, emotions and needs; and finally identifying and prioritizing the problems and opportunities. You'll be working in small teams of 4-5 in a very collaborative manner with quick, time crunched tasks.

The bottom line: Good things happen when you focus on your users’ journey.

See how Airbnb used storyboards and user journey maps to design a seamless experience for their users



October 25, 2013