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UX New Zealand 2017 Attack of the 10-Foot- Customer Journey Map

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Page 1: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

UX New Zealand 2017

Attack of the 10-Foot-Customer Journey Map

Page 2: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 3: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Specialist Labs

Auckland hosts the Digital Arts Lab for User Experience Design.

UXDESIGN

Page 4: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 5: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 6: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 7: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

1 Decide on the customer & journey

2 Gather your data

3 Decide on your building blocks

4 Finding and visualising the story

The steps

CUSTOMER JOURNEY MAPPING

Page 8: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

One customerOne journey/task

Page 9: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

1 Decide on the customer & journey

2 Gather your data

3 Decide on your building blocks

4 Finding and visualising the story

The steps

CUSTOMER JOURNEY MAPPING

Page 10: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Yawn…

Page 11: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORKCUSTOMER JOURNEY MAPPING

Page 12: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

1 Decide on the customer & journey

2 Gather your data

3 Decide on your building blocks

4 Finding and visualising the story

The steps

CUSTOMER JOURNEY MAPPING

Page 13: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

• Stages & timeline

• Sub stages

• Channels, devices,

touchpoints

• Think, feel, doz

• Pain points

• Quotes

• Supporting actors

• Insights, recommendations

and opportunities

Building Blocks

CUSTOMER JOURNEY MAPPING

Page 14: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

1 Decide on the customer & journey

2 Gather your data

3 Decide on your building blocks

4 Finding and visualising the story

The steps

CUSTOMER JOURNEY MAPPING

Page 15: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 16: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 17: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

The steps

CUSTOMER JOURNEY MAPPING

1 Decide on the customer & journey

2 Gather your data

3 Decide on your building blocks

4 Finding and visualising the story

Page 18: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 19: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 20: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Assists in alignment

Page 21: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Storytelling

Page 22: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 23: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Page 24: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

5 tips

UX New Zealand 2017

Page 25: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Effective visual communication is

paramount

TIP #1

Page 26: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Focus on the story you want to tell

TIP #2

Page 27: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Designers need to understand the data

TIP #3

Page 28: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Gather the right data

TIP #4

Page 29: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

Ensure it’s kept alive

TIP #5

Page 30: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

That’s all we have time for

Page 31: Attack of the 10 -Foot- Customer Journey Map · 2018. 5. 7. · CUSTOMER JOURNEY MAPPING. DIGITAL ARTS NETWORK 1 Decide on the customer & journey 2 Gather your data 3 Decide on your

DIGITAL ARTS NETWORK

[email protected] @jUXposition