Customer Journey Maps: Why and how UX practitioners use them or avoid them

Cascade 2

A panel of seasoned UX practitioners bring their individual experiences to the lively topic of customer journey mapping.  Brief statements from each panelist shed light on their position, with topics including a new way to create a template for an interactive journey mapping experience, issues surrounding different parts of an organization using the same words to mean different things around visualizing customer experience, to techniques for creating this visualization technique with a co-located team, to the value of using the technique for visualizing workflows for a mobile app, and, on the flip side—why you shouldn’t do customer journey mapping, plus more!  With lots of time for questions, this session will be highly interactive.

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