Photos from Journey Mapping Workshop

I had the opportunity to lead at yesterday’s Minnesota Government IT Symposium.  The topic was Journey Mapping Workshop: Reduce User and Customer Effort and Increase Satisfaction, and we had a great time creating maps of various customer journeys. Just check out the proud groups with their Customer-Centric Change Charters!

Participants went through an interactive form of Customer Journey Mapping Made Easy, where they learned how to create a journey map, as well as the importance of including actual customers in your research.