tech.fast: Happy users and customers (Co-host IxDF)

While human-centered principles focus on customer-facing products, they often neglect creators. To enhance employee experience, we must adopt a holistic view of their end-to-end processes. An employee journey map is the perfect tool as it illustrates workflows, interactions, pain points, and needs beyond tools and features. Put yourself in the shoes of your colleagues to improve their job experience, which will lead to better products, happier customers, and help bring in and keep talent!

Who this session is for:

Join me in this inspiring skill-sharing session, not only designed for UX/CX Researchers and UX/UI Designers, we also welcome 1) leaders and managers of design/product/development/customer service/sales teams, 2) HR professionals who recruit, manage, and ensure career development, and 3) Process Designers, Business Analysts, and others involved in organisational management.

No prior knowledge of journey mapping is required — just bring curiosity to broaden your perspective and discover how this people-centered approach can help solve your challenges.

Key takeaways

1) Journey Mapping Basics: Understand the structure and elements of any user/customer/employee journey map, what questions it can answer, and what it cannot.

2) Benefits of a Journey Map: Discover the versatile values of journey mapping not only for the featured persona but also for those who create it, and the whole company.

3) Case Studies: Understand the use cases and context as I share examples from real-life journey mapping projects I’ve been involved in, the pitfalls, and my learnings.

4) Best Practices: Learn from my proven approach to stakeholder engagement, how to collect and analyze data, which tools to use to create and update your journey maps, and how to ensure that your findings are followed up and implemented.

5) Discussion & Q&A: Feedback is welcome! Share your journey mapping experience with the community and get answers to questions you may not have thought of before

Resources

To bring your own journey map to life, I will share my journey mapping template (PDF) as a framework to get started with.