Customer journey mapping 101: must-see videos to watch
At UXPressia, we have held dozens of webinars, workshops, Q&A sessions, and other online events for customer, user, and employee experience practitioners.
Rewinding our video library, we picked up six event recordings to watch for everyone who builds customer journeys and experience maps, or would like to learn more about journey mapping, CX and UX.
Understand the basics
Watch this session to learn how to create customer journey maps and personas with the UXPressia tools. You will go over the basic and advanced features that help our users build detailed and professional-looking journey maps and present them to their team, clients, and stakeholders.
Speaker: Vitaly Shemetovets, UXPressia Account Executive
Purpose: Grasp the fundamentals of the journey mapping process.
“ How do we do journey mapping these days? We used to gather in the room and try to brainstorm how the journey of our customers or users looks like. In the COVID era, we’re all working remotely.”
Tone up your facilitation muscle
Facilitating journey mapping workshops can be pretty challenging, especially when it’s an online session. In this video, our experts share handy tips and tricks which they use themselves at online customer journey mapping workshops. Bet, it will help you make your group discussions more effective and encourage online teamwork at your online workshop session.
- Yana Sanko, Head of Consulting at UXPressia;
- Nick Efimov, Chief Product Officer at UXPressia Academy.
Purpose: Learn how to facilitate online journey mapping workshops successfully.
“You cannot have quick results and teach people to use the methodology correctly. There is a complex balance between what you do with the entire team and yourself.”
Jump on major mapping trends
When you want to learn more about experience mapping trends, listening to the author of ‘Mapping Bible’ Jim Kalbach is the way to go. Jim covers a wide range of topics, including customer journey management, facilitation, changes in mapping after COVID, etc. Also, there is an interview with our founder Yuri Vedenin.
- Jim Kalbach, Chief Evangelist at MURAL, the author of “Mapping Experiences: A Complete Guide to Creating Value through Journeys, Blueprints, and Diagrams”;
- Yuri Vedenin, Founder of UXPressia.
Purpose: Find out trends in customer experience mapping.
“You’ve got to start with the customer experience and work back toward the technology — not the other way around.”
Discover one more mapping format
Service blueprinting is an effective approach to better understand customer relationships with your brand components — staff, processes, and props. Besides, many mappers have a vague perception of what a service blueprint is and how to use it. In this video, a UX Psychologist Martina Mitz covers the topic to a T. Watch this session to learn why to build service blueprints and how to do it.
Speaker: Martina Mitz, UX Psychologist
Purpose: Understand what service blueprints are and how you can benefit from using them.
“It is a great method because it has everything on one page. It’s a systematic approach to gathering this information from your colleagues. It really helps you put everyone on the same page and understand of what is happening currently and where the problems are.”
Turn your findings into business benefits
What do you do with your map once it’s finished? Maybe you save it to the “Maps” folder on your laptop to give it oblivion, or hang its print version on the wall in the meeting room. Ask the author of a 5-star rated book on the secrets of how customers buy, and more importantly, why they don’t. This video provides you with the optimal business activities for each step of the end-to-end Buying Journey.
Speaker: Martyn Lewis, the author of “How Customers Buy & Why They Don’t: Mapping and Managing the Buying Journey”, founder and CEO of Market-Partners Inc.
Purpose: Pick up hands-on tipson mapping and using finished buying journeys.
“What is the buying journey? It starts with an idea, experience, or discovery. Then, many things happen and many people are involved. It is a long and winding road that may stop, slow down, backtrack, and could loop around. It may eventually involve acquiring something and changing the organization.”
Look into the future of Customer Experience
Finally, take a high-resolution look at the future of CX. This video will give you tips to take to design, build, and introduce game-changing business strategies using CX. Also, it includes Mike’s Q&A session with Yuri Vedenin, Founder of UXPressia, as the second host.
- Mike Wittenstein, Founder of Storyminers;
- Yuri Vedenin, Founder of UXPressia.
Purpose: Brace yourself for the new reality of CX and Journey Mapping.
“A new way to look at the customer experience is not so much about looking at things from yesterday or even today. It’s about using customer experience design and customer-centered thinking in terms of moving the entire organization forward. “
If you like this video content, check out other recordings on our YouTube channel.
P.S. To join our online events live instead of watching recordings, follow us on Eventbrite not to miss upcoming webinars.
Originally published at https://uxpressia.com on March 21, 2022.