Mapping the Experience

As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly critical to find ways to gain insight about customers’ interactions with your service.

Experience maps offer a framework for mapping human experiences across multiple situations and interactions. These maps ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.

Experience maps are intended to be catalysts, not conclusions. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and map the customer journey across touchpoints and channels.

The structure for the session will be a mix of shared insights and case studies followed by group activities to put the ideas into practice. When you wrap up the day, you will have:

Guiding principles for engaging with people across time and space
A framework for mapping human experience across multiple situations and interactions
Skills and tools for generating concepts for appropriate, relevant, meaningful, and endearing “touching”