Posts

Journey Mapping with Post its

Brainstorming: Design Thinking vs. Science

This may not seem like a CX-related post, but bear with me a minute.

I attended a fabulous CXPA event on CX Day this week. Laurie Englert (full disclosure: she’s a client), the VP of Customer Experience at Legrand’s AV Division, shared how her team uses design thinking. We then applied those skills to strategize for Bike.MN. Nearly 100 CX enthusiasts focused together on helping Bike.MN build more business partnerships.

That said, there’s a central component to design thinking that bugs me: its brainstorming approach. As the facilitator (who wasn’t Laurie) shared, brainstorming in design thinking is an active exercise where you quickly put out ideas on Post-It Notes and then build on them with more ideas. This isn’t unique to last night’s presentation – whenever I encounter design thinking it involves this traditional out-loud approach to brainstorming.

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Journey Mapping Best Practices

The Twin Cities Research Group (TCRG) asked Jean Fasching and I to present on Journey Mapping Best Practices. Jean is a HoC engagement lead with a strong research background, perfect for this audience.

The agenda:

  • Who we are
  • Why journey mapping?
  • What makes journey mapping successful?
  • Case study: Meridian Health

The presentation was given in-person, but the audio and slides were captured below (warning: the sound quality isn’t ideal):

You can also download the PDF of the slides here.

Enjoy!

Kris LaFavor Journey Map Designer

Designing Customer Journey Maps: An Interview with Kris LaFavor

We sat down recently to chat with Kris LaFavor, Heart of the Customer’s Data Visualization Designer, about her work designing journey maps.

What do you do when you start the process of designing a customer experience journey map?

It’s important for me to have context before I start. I make sure I understand the background material and information in regards to what the client wants to map and what they’re trying to achieve with the map. This understanding ensures that I’m not mapping extraneous information. The high-level information is plotted out first and hierarchy flows from there. Read more