Maps are a great overview-tool in life. And this is also the case in Business: Experience Maps can help align the different points of views and goals from different departments or disciplines. Therefore, they not only serve as great alignment and prioritisation fundaments, but they also help create a deeper understanding of current or potential customers.
This talk will give you an overview of the 3 main types of experience maps: Customer Journey Map, Service Blueprint and Mental Model Diagram and will help you decide when to use each of them. Further, the presentation will arm you with some business rationale for mapping experiences, so that you can convince your boss and colleagues and get your own Experience Mapping workshop on the way.
UX Psychologist / Strategist and Designer,
Martina started as a self-taught Web Designer in 1999. From the very beginning, her approach was user-centered despite not being familiar with the now-common phrase of ‘User Experience’. In 2007 she finalized her (Diploma-) study in Psychology and started working in the field of clinical Psychology. It was at this point that Martina’s academic background and her passion joined and she started a career as UX Designer, being called “Conceptioner” at first. Since then Martina has not only contributed to the digital and service ecosystems of many recognizable companies (e.g. eBay, PayPal, Emirates Airlines, Volkswagen, Telekom and many more), but she also helped selected Start-ups in Europe, by forming and driving their Research, as well as contributing to their product or service strategy and definition.
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