Journey Maps with Impact - Principles and practices for journeys that drive change

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Event description

As designers, we love a good journey map. Insights rich and splattered with opportunities, we often go to length to showcase what we have learned to peers, stakeholders and leaders. But, all too often, journey maps fall short of their intended impact. Excitement frazzles, follow up actions get de-prioritised and before we know it, it’s back to business as usual. 

What can we do as designers, researchers and customer advocates to ensure journey maps actually drive change, and continue as a living artefact in organisations, long after first build?

Julie Francis, US-based UX/CX Researcher and Strategist and self-appointed journey mapping nerd, has interviewed over 75 practitioners and stakeholders about their successes, challenges and failures. From those experiences plus her own, Julie has identified 5 principles for journey maps with impact, as well as associated best practices. 

Whether you…