In this session, Jim Kalbach, the author of Mapping Experiences and Chief Evangelist at MURAL, sheds light on experience mapping and its trends. Jim covers facilitation, mapping the employee journey, and other directions experience mapping is heading. The session was followed by an interview with Yuri Vedenin, Founder of UXPressia.
00:00​ - Intro
01:03​ - Customer experience and mapping
07:00​ - 5 trends of experience mapping
07:26​ - Facilitation
11:00​ - Multichannel experiences
13:56​ - Customer journey management
16:54​ - Employee experience
21:34 - Design for the greater good
26:27 - JTBD Toolkit
27:07​ - Interview with Yuri Vedenin, Founder of UXPressia
29:00 - Different levels of journey maps
33:55 - Multiple persona journey maps
35:55 - Changes in mapping after COVID
41:53​ - Top-3 problems preventing people from starting customer journey mapping activities
45:50​ - Q&A: Tips for customer journey mapping online and engaging the team
48:48 ​- Q&A: When an organization isn't ready yet to collect data, what would be your advice to manage experience?
50:46 ​- Q&A: How to make mapping more tangible for employees when facilitating mapping workshops?
🔗 Useful Links:
www.jtbdtoolkit.com - Jobs To Be Done Toolkit
www.amazon.com/Mapping-Experi... - Mapping Experiences by Jim Kalbach
• Facilitating Journey M... - Facilitating journey mapping online
uxpressia.com/blog/multiple-p... - Multiple personas on one customer journey map
uxpressia.com/blog/experience... - Experience Mapping: Why, How, and What by Martina Mitz
uxpressia.com/employee-journe... - Employee Journey Mapping
uxpressia.com/templates?... - 100+ CJM and Persona templates
Sign up for a free UXPressia account at uxpressia.com/?... and start creating your own customer journey map!
#experiencemapping #employeeexperience #journeymapping