SlideShare a Scribd company logo
1 of 101
Download to read offline
Customer Journey Mapping
From Inside-Out to Outside-In
Pordenone - Italy, 16th December 2017
@lucamonfredo
@maraspin
https://pixabay.com/en/scotland-landscape-scenic-mountains-1761292/
We Fork For
In projects like...
In projects like...
In projects like...
https://pixabay.com/en/man-pointing-finger-boy-face-hand-407083/
WHAT ABOUT YOU?
Who works in...
Management
Marketing
Product Development
Software Development
Graphic Design
Others (?)
https://pixabay.com/en/working-workers-construction-1056583/
A FEW YEARS AGO
https://pixabay.com/en/laptop-code-programming-computer-2557586/
TODAY
SPORTS ANYONE?
https://pixabay.com/en/girls-gym-fitness-emotion-beauty-2281978/
PEOPLE AT THE GYM
https://pixabay.com/en/abs-six-pack-chest-six-fit-2746478/
YOU LOOK AROUND YOU
https://pixabay.com/en/run-runner-athlete-fitness-1749410/
RUNNING IS BETTER!
https://pixabay.com/en/sports-indoor-cycling-fitness-gym-1962574/
PERFECT EQUIPMENT
YET NO CUSTOMERS
https://pixabay.com/en/stones-pebble-bank-background-2208032/
WE START DOING THINGS...
https://pixabay.com/en/children-play-stone-s-throw-water-1519458/
ONLY TO FIND OUT...
https://pixabay.com/en/heavy-hard-work-hard-work-young-934552/
OUR ASSUMPTIONS WERE WRONG!
https://pixabay.com/en/horses-tourism-horse-heads-1268691/
https://pixabay.com/en/smartphone-photo-phone-mobile-623722/
DIGITAL BEAUTY
IS IMMEDIATE FEEDBACK
https://pixabay.com/en/cold-ice-iceberg-mountain-ocean-1842622/
BUT UX IS AN ICEBERG
J.J. Garret - The Elements of User Experience - http://www.jjg.net/elements/
USER NEEDS
PRODUCT OBJECTIVES
USER NEEDS
PRODUCT OBJECTIVES
INTERACTION
USER NEEDS
PRODUCT OBJECTIVES
INTERACTION DESIGN
https://pixabay.com/en/desktop-computer-monitor-screen-2558186/
ONCE WE HAD ONE SCREEN
https://pixabay.com/en/girl-sending-app-smartphone-female-2954368/
NOWADAYS
https://pixabay.com/en/nokia-lumia-microsoft-woman-bar-623939/
EXPERIENCES
https://pixabay.com/en/navigation-car-drive-road-gps-1048294/
MOVE
https://pixabay.com/en/phone-travel-together-wanderlust-2859646/
WITH US
EVERYWHERE
https://pixabay.com/en/toys-shop-sale-stock-2938508/
WE HAVE EVERYTHING
INTERACTION TAKEN FOR GRANTED
https://pixabay.com/en/whiteboard-man-presentation-write-849812/
NOT ONLY BOXES
https://pixabay.com/en/arrows-direction-production-planning-1577985/
ARROWS ARE IMPORTANT
https://pixabay.com/en/skyscraper-skyscrapers-building-1893201/
JUST LIKE A CITY
https://pixabay.com/en/mud-street-sidewalks-city-clean-up-616481/
WHICH NEEDS ROADS
https://pixabay.com/en/man-board-drawing-muscles-strong-2037255/
BEWARE OF
EXPECTATIONS
WE
CREATE
IMPACT
OF SOCIAL MEDIA
THINK ABOUT
https://pixabay.com/en/agreement-beard-beverage-2365811/
IMPROVING EFFICIENCY
WITHIN OUR COMPANY
https://pixabay.com/en/orchestra-music-musical-concert-2817188/
SYNCHRONIZATION
Service Design
Service design is the activity of planning and
organizing people, infrastructure, communication
and material components of aservice in order to
improve its quality and the interaction between the
service provider and its customers.
Service Design
Service Design: From Insight to Implementation - A. Polaine, L-. Løvlie
USER NEEDS
BUSINESS OBJECTIVES
USER NEEDS
BUSINESS OBJECTIVES
SERVICE DESIGN
Spain won the game
Spain won the game. People were happy
and people celebrated on the streets
honking their horns and sporting red and
yellow flags from their cars.
Spain Won
https://www.flickr.com/photos/clydeorama/6839880243/
Importance of Diagrams
Much quicker to convey
information.
USERS
BUSINESS
ALIGNMENT
Alignment Diagrams
https://en.wikipedia.org/wiki/Service_blueprint
CUSTOMER
JOURNEY
MAPPING
https://pixabay.com/en/maze-labyrinth-glendurgan-garden-511153/
CUSTOMER JOURNEY MAP
A diagram that illustrates the steps your
customer(s) go through in engaging with your
company, whether it be a product, an online
experience, retail experience, or a service, or any
combination.
-- https://hbr.org/2010/11/using-customer-journey-maps-to
WHERE TO START?
http://3.bp.blogspot.com/-aqdDk7hN6gI/VCWNehkem7I/AAAAAAAAB6o/6Na3Bh6KTqY/s1600/nexusae0_C-Rex-1920x1280.png
Online/Offline
CJMs map the entire experience of your
customers, helping you understand where the
points of friction are and what kind of
feelings they are experiencing at each step
of the “journey”.
JOURNEY
AS A STORY
LET’S GO!
http://www.eteachblog.com/wp-content/uploads/2017/07/First-Steps.jpg
https://pixabay.com/en/dining-entertaining-lifestyle-1809845/
SCENARIO
SCENARIO
• What we are trying to examine, the “what”.
• Should be focused on a business goal
• Best scenarios are the ones that describe a
sequence of events
• Could be an existing journey or a to-be experience
that doesn’t exist yet
https://teamworkiq.com/wp-content/uploads/2017/09/checklists-for-project-and-process.jpg
HOW CAN WE
IMPROVE?
YOU DO WANT, BUT…
WHAT DO YOU HAVE?
More often than not, we think for users we
would like to have, rather than the ones we
actually have.
http://community.mystar12.com/wp-content/uploads/2017/03/GettyImages-507984405.jpg
PERSONAS
PERSONAS
Realistic and reliable
representations of your target
audience, the “actors” of your story.
PERSONAS
Realistic and reliable
representations of your target
audience, the “actors” of your story.
as good as the research
behind them → Do the
homework first!
PROTOPERSONAS
When we don’t have data yet,
a protopersona is better than nothing at all!
https://www.extension.harvard.edu/professional-development/sites/extension.harvard.edu.professional-development/files/field/i
mage/PDP_goal-setting-hero.jpg
GOALS/EXPECTATIONS
GOALS/EXPECTATIONS
• What is the persona trying to achieve and why?
• What are her inner desires?
• Keep personas real, no fairy tales!
https://metrouk2.files.wordpress.com/2016/11/ad_225950362.jpg?quality=80&strip=all
LET’S GET TO WORK!
CJM Recipe - pt.1
Persona
Scenario
Goals
The Lens
https://seealternativeswellness.com/wp-content/uploads/2017/02/spiral-clock.jpg
TIMELINE/ACTIONS
• Represent what the user is doing
throughout the journey
• Data points should be based on qualitative
research
• Granularity can vary on purpose of the map
(evaluate a design vs. mapping a complete
cycle)
http://4.bp.blogspot.com/-MJ0JTIQ7Ql0/TgwS2Z2w1lI/AAAAAAAAAjY/I4UgTw5O1TY/s1600/touchmichelangelo.jpg
TOUCHPOINTS
• Any interaction the user has with your
business, product or brand
• Identify “moments of truth” and points of
friction
Static
Packaging / shipping material
Invoices
Ads
Marketing emails
Interactive
Website
Mobile applications
Chat
Calls
Human
Agents
Shop Assistants
Brand loyalists
THOUGHTS
https://s-i.huffpost.com/gen/2082320/images/o-WOMAN-THINKING-facebook.jpg
• What’s our user thinking as she tries to reach
her goals?
THOUGHTS
FEELINGS
• How is the user feeling when pursuing her goal?
• Rollercoaster of feelings (peaks/valleys)
• Find strengths and weaknesses in the process
• Different personas could perceive opposite things!
• Emotions lead
FEELINGS
• How the user is feeling when pursuing her goal
• Rollercoaster of feelings (peaks/valleys)
• Find strengths and weaknesses in the process
• Different personas could perceive opposite
things!
• Emotions lead
FEELINGS
Kurt Vonnegut
“The shape of Stories”
http://www.weatherinthehud.com/wordpress/wp-content/uploads/2016/10/Roller-coaster.jpg
FEELINGS
CJM Recipe - pt.2
Timeline
Touchpoints
Feelings
The Experience
https://metrouk2.files.wordpress.com/2016/11/ad_225950362.jpg?quality=80&strip=all
REVIEW TIME!
Peak End Rule
https://cdn.lynda.com/course/460440/460440-636274412330917926-16x9.jpg
OPPORTUNITIES
• What we can do to improve the customer
experience or product
• Identify pain points
• Organize efforts inside the company
OPPORTUNITIES
• Prioritization
• Find who or what is responsible in your
company or product about a specific
touchpoint
• Lack of ownership?
• Create alignment and clarity between
customer needs and our organization
INTERNAL OWNERSHIP
CJM Recipe - pt.3
Opportunities
Internal
ownership
The Insights
EXPERIENCE
LENS
Persona Scenario Goals/Expectations
Touchpoints Thoughts Feelings
INSIGHTS
Opportunities Internal ownership
CUSTOMERBUSINESS
:)
• Approach things from a customer’s point of view
• Identify what customers are being confused by
• Identifies gaps and opportunities within the
current offering
• Brings teams together with a shared vision
• Develop a consistent roadmap and strategy
• Helps you anticipate what needs to be considered
so better business decisions are made
WHY USE CJM?
HOW DID IT GO?
• Value is in the mapping, not in the maps
• Creating dialogues, not diagrams themselves
• Increase customer engagement
• Break down silos between depts
• Understand the context and give a meaning to
existing quantitative data
• Identify actionables to improve UX
CONCLUSIONS
Thank you
References
● J.J. Garret - The Elements of User Experience
● J.M. Klaar - How to Have Your Cake and Eat It Too: An Introduction to
Service Design
● A. Polaine, L. Løvlie - Service Design: From Insight to Implementation
● J. kalbach - Mapping Experiences: A Guide to Creating Value through
Journeys, Blueprints, and Diagrams
● D. Sibbet - Visual Meetings: How Graphics, Sticky Notes and Idea Mapping
Can Transform Group Productivity
Find out about next events
Sign up to the
mailing list
http://eepurl.com/s3Kab
@mvlabsitwww.facebook.com/mvlabs

More Related Content

What's hot

Workshop RoX2017 Customer Journey Mapping
Workshop RoX2017 Customer Journey MappingWorkshop RoX2017 Customer Journey Mapping
Workshop RoX2017 Customer Journey MappingUSECON
 
Customer journey mapping and innovation
Customer journey mapping and innovationCustomer journey mapping and innovation
Customer journey mapping and innovationLivework Studio
 
UX 101: A quick & dirty introduction to user experience strategy & design
UX 101: A quick & dirty introduction to user experience strategy & designUX 101: A quick & dirty introduction to user experience strategy & design
UX 101: A quick & dirty introduction to user experience strategy & designMorgan McKeagney
 
UX Vision, Strategy and Teams by Susan Wolfe, Optimal Experience
UX Vision, Strategy and Teams by Susan Wolfe, Optimal ExperienceUX Vision, Strategy and Teams by Susan Wolfe, Optimal Experience
UX Vision, Strategy and Teams by Susan Wolfe, Optimal ExperienceUIDesign Group
 
Design with IDEO: Designing Sustainable Human Centered Business Models
Design with IDEO: Designing Sustainable Human Centered Business ModelsDesign with IDEO: Designing Sustainable Human Centered Business Models
Design with IDEO: Designing Sustainable Human Centered Business ModelsPemo Theodore
 
A Guide To Customer Experience Mapping
A Guide To Customer Experience MappingA Guide To Customer Experience Mapping
A Guide To Customer Experience MappingBryan K. O'Rourke
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey MappingCharalabos Ioannidis
 
A (Brief) History of User Experience
A (Brief) History of User ExperienceA (Brief) History of User Experience
A (Brief) History of User ExperienceChris Pallé
 
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...G3 Communications
 
From Products to Services: A Service Design Crash Course
From Products to Services: A Service Design Crash CourseFrom Products to Services: A Service Design Crash Course
From Products to Services: A Service Design Crash CourseJamin Hegeman
 
Introduction to User Experience Design
Introduction to User Experience DesignIntroduction to User Experience Design
Introduction to User Experience DesignKiera McMaster
 
UX Maturity Models
UX Maturity Models   UX Maturity Models
UX Maturity Models Gena Drahun
 
Customer Journey Mapping and CX Research
Customer Journey Mapping and CX ResearchCustomer Journey Mapping and CX Research
Customer Journey Mapping and CX ResearchMarc Stickdorn
 
What is Service Design?
What is Service Design?What is Service Design?
What is Service Design?Daniel Harris
 
Designing the Intangible: an Introduction to Service Design
Designing the Intangible: an Introduction to Service DesignDesigning the Intangible: an Introduction to Service Design
Designing the Intangible: an Introduction to Service DesignJennifer Bove
 
Customer Journey Map in B2B projects
Customer Journey Map in B2B projectsCustomer Journey Map in B2B projects
Customer Journey Map in B2B projectsSDDMilan
 

What's hot (20)

Workshop RoX2017 Customer Journey Mapping
Workshop RoX2017 Customer Journey MappingWorkshop RoX2017 Customer Journey Mapping
Workshop RoX2017 Customer Journey Mapping
 
Customer journey mapping and innovation
Customer journey mapping and innovationCustomer journey mapping and innovation
Customer journey mapping and innovation
 
UX 101: A quick & dirty introduction to user experience strategy & design
UX 101: A quick & dirty introduction to user experience strategy & designUX 101: A quick & dirty introduction to user experience strategy & design
UX 101: A quick & dirty introduction to user experience strategy & design
 
UX Vision, Strategy and Teams by Susan Wolfe, Optimal Experience
UX Vision, Strategy and Teams by Susan Wolfe, Optimal ExperienceUX Vision, Strategy and Teams by Susan Wolfe, Optimal Experience
UX Vision, Strategy and Teams by Susan Wolfe, Optimal Experience
 
Design with IDEO: Designing Sustainable Human Centered Business Models
Design with IDEO: Designing Sustainable Human Centered Business ModelsDesign with IDEO: Designing Sustainable Human Centered Business Models
Design with IDEO: Designing Sustainable Human Centered Business Models
 
What is UX?
What is UX?What is UX?
What is UX?
 
A Guide To Customer Experience Mapping
A Guide To Customer Experience MappingA Guide To Customer Experience Mapping
A Guide To Customer Experience Mapping
 
Customer journey mapping
Customer journey mappingCustomer journey mapping
Customer journey mapping
 
Customer Experience Journey Mapping
Customer Experience Journey MappingCustomer Experience Journey Mapping
Customer Experience Journey Mapping
 
A (Brief) History of User Experience
A (Brief) History of User ExperienceA (Brief) History of User Experience
A (Brief) History of User Experience
 
on Service Design
on Service Designon Service Design
on Service Design
 
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
Customer Journey Mapping 2.0: Best Practices for Creating Differentiated Expe...
 
From Products to Services: A Service Design Crash Course
From Products to Services: A Service Design Crash CourseFrom Products to Services: A Service Design Crash Course
From Products to Services: A Service Design Crash Course
 
Introduction to User Experience Design
Introduction to User Experience DesignIntroduction to User Experience Design
Introduction to User Experience Design
 
Basics of UX Research
Basics of UX ResearchBasics of UX Research
Basics of UX Research
 
UX Maturity Models
UX Maturity Models   UX Maturity Models
UX Maturity Models
 
Customer Journey Mapping and CX Research
Customer Journey Mapping and CX ResearchCustomer Journey Mapping and CX Research
Customer Journey Mapping and CX Research
 
What is Service Design?
What is Service Design?What is Service Design?
What is Service Design?
 
Designing the Intangible: an Introduction to Service Design
Designing the Intangible: an Introduction to Service DesignDesigning the Intangible: an Introduction to Service Design
Designing the Intangible: an Introduction to Service Design
 
Customer Journey Map in B2B projects
Customer Journey Map in B2B projectsCustomer Journey Map in B2B projects
Customer Journey Map in B2B projects
 

Similar to Customer Journey Mapping Workshop

6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg
6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg
6 Questions to Ponder When Planning Your New Website w/ Sara IsenbergSara Isenberg
 
An Introduction to Design Thinking with Sprint 52 Co-Founder
An Introduction to Design Thinking with Sprint 52 Co-FounderAn Introduction to Design Thinking with Sprint 52 Co-Founder
An Introduction to Design Thinking with Sprint 52 Co-FounderProduct School
 
Designing the Work Experience for Designers
Designing the Work Experience for DesignersDesigning the Work Experience for Designers
Designing the Work Experience for DesignersKim Harris
 
Fail Fast, Learn Fast, Move Fast: My UX journey to move faster
Fail Fast, Learn Fast, Move Fast: My UX journey to move fasterFail Fast, Learn Fast, Move Fast: My UX journey to move faster
Fail Fast, Learn Fast, Move Fast: My UX journey to move fasterJeremy Johnson
 
LavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s Table
LavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s TableLavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s Table
LavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s TableJack Molisani
 
UX Design: Job Search & Interviewing
UX Design: Job Search & InterviewingUX Design: Job Search & Interviewing
UX Design: Job Search & InterviewingSkye Sant
 
Programming for Non-Programmers - SXSW Vegas 2014
Programming for Non-Programmers - SXSW Vegas 2014Programming for Non-Programmers - SXSW Vegas 2014
Programming for Non-Programmers - SXSW Vegas 2014Chris Castiglione
 
Programming for Non-programmers PFNP @ Razorfish
Programming for Non-programmers PFNP @ Razorfish Programming for Non-programmers PFNP @ Razorfish
Programming for Non-programmers PFNP @ Razorfish Chris Castiglione
 
IBM Social Enablement as part of Digital Brand Management
IBM Social Enablement as part of Digital Brand ManagementIBM Social Enablement as part of Digital Brand Management
IBM Social Enablement as part of Digital Brand ManagementIBM Danmark
 
Paige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdf
Paige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdfPaige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdf
Paige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdfPaige Hobart
 
Planning for Success: Design Like a Pro
Planning for Success: Design Like a ProPlanning for Success: Design Like a Pro
Planning for Success: Design Like a ProRD2, Inc
 
Software Engineer Neural language processin.pptx
Software Engineer  Neural language processin.pptxSoftware Engineer  Neural language processin.pptx
Software Engineer Neural language processin.pptxhanadimzlout123
 
Getting Buy-In for Content Marketing (MozCon Remix)
Getting Buy-In for Content Marketing (MozCon Remix)Getting Buy-In for Content Marketing (MozCon Remix)
Getting Buy-In for Content Marketing (MozCon Remix)Michael King
 
Top 3 ways to use your UX team - producttank DFW Meetup
Top 3 ways to use your UX team - producttank DFW MeetupTop 3 ways to use your UX team - producttank DFW Meetup
Top 3 ways to use your UX team - producttank DFW MeetupJeremy Johnson
 
NUS-ISS Learning Day 2019-Leading digital product team with business team model
NUS-ISS Learning Day 2019-Leading digital product team with business team modelNUS-ISS Learning Day 2019-Leading digital product team with business team model
NUS-ISS Learning Day 2019-Leading digital product team with business team modelNUS-ISS
 
Personal Branding in a Job Search by Greg David of Gregory Laka and Company
Personal Branding in a Job Search by Greg David of Gregory Laka and CompanyPersonal Branding in a Job Search by Greg David of Gregory Laka and Company
Personal Branding in a Job Search by Greg David of Gregory Laka and CompanyGreg David
 

Similar to Customer Journey Mapping Workshop (20)

2012 Taiwan UX Summit 微型工作坊 簡報
2012 Taiwan UX Summit 微型工作坊 簡報2012 Taiwan UX Summit 微型工作坊 簡報
2012 Taiwan UX Summit 微型工作坊 簡報
 
6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg
6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg
6 Questions to Ponder When Planning Your New Website w/ Sara Isenberg
 
An Introduction to Design Thinking with Sprint 52 Co-Founder
An Introduction to Design Thinking with Sprint 52 Co-FounderAn Introduction to Design Thinking with Sprint 52 Co-Founder
An Introduction to Design Thinking with Sprint 52 Co-Founder
 
Designing the Work Experience for Designers
Designing the Work Experience for DesignersDesigning the Work Experience for Designers
Designing the Work Experience for Designers
 
Fail Fast, Learn Fast, Move Fast: My UX journey to move faster
Fail Fast, Learn Fast, Move Fast: My UX journey to move fasterFail Fast, Learn Fast, Move Fast: My UX journey to move faster
Fail Fast, Learn Fast, Move Fast: My UX journey to move faster
 
LavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s Table
LavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s TableLavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s Table
LavaCon 2017 - Developing Your Edge: Getting a Seat at the Customer’s Table
 
Content Strategy 101
Content Strategy 101Content Strategy 101
Content Strategy 101
 
Ux1
Ux1Ux1
Ux1
 
UX Design: Job Search & Interviewing
UX Design: Job Search & InterviewingUX Design: Job Search & Interviewing
UX Design: Job Search & Interviewing
 
Programming for Non-Programmers - SXSW Vegas 2014
Programming for Non-Programmers - SXSW Vegas 2014Programming for Non-Programmers - SXSW Vegas 2014
Programming for Non-Programmers - SXSW Vegas 2014
 
Programming for Non-programmers PFNP @ Razorfish
Programming for Non-programmers PFNP @ Razorfish Programming for Non-programmers PFNP @ Razorfish
Programming for Non-programmers PFNP @ Razorfish
 
IBM Social Enablement as part of Digital Brand Management
IBM Social Enablement as part of Digital Brand ManagementIBM Social Enablement as part of Digital Brand Management
IBM Social Enablement as part of Digital Brand Management
 
Paige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdf
Paige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdfPaige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdf
Paige Hobart - What is "Content"? |SEO Meetup London - 8th September.pdf
 
Workshop: Content audits - looking back to look forward
Workshop: Content audits - looking back to look forwardWorkshop: Content audits - looking back to look forward
Workshop: Content audits - looking back to look forward
 
Planning for Success: Design Like a Pro
Planning for Success: Design Like a ProPlanning for Success: Design Like a Pro
Planning for Success: Design Like a Pro
 
Software Engineer Neural language processin.pptx
Software Engineer  Neural language processin.pptxSoftware Engineer  Neural language processin.pptx
Software Engineer Neural language processin.pptx
 
Getting Buy-In for Content Marketing (MozCon Remix)
Getting Buy-In for Content Marketing (MozCon Remix)Getting Buy-In for Content Marketing (MozCon Remix)
Getting Buy-In for Content Marketing (MozCon Remix)
 
Top 3 ways to use your UX team - producttank DFW Meetup
Top 3 ways to use your UX team - producttank DFW MeetupTop 3 ways to use your UX team - producttank DFW Meetup
Top 3 ways to use your UX team - producttank DFW Meetup
 
NUS-ISS Learning Day 2019-Leading digital product team with business team model
NUS-ISS Learning Day 2019-Leading digital product team with business team modelNUS-ISS Learning Day 2019-Leading digital product team with business team model
NUS-ISS Learning Day 2019-Leading digital product team with business team model
 
Personal Branding in a Job Search by Greg David of Gregory Laka and Company
Personal Branding in a Job Search by Greg David of Gregory Laka and CompanyPersonal Branding in a Job Search by Greg David of Gregory Laka and Company
Personal Branding in a Job Search by Greg David of Gregory Laka and Company
 

More from Steve Maraspin

Architetture a Microservizi (con Kubernetes)
Architetture a Microservizi (con Kubernetes)Architetture a Microservizi (con Kubernetes)
Architetture a Microservizi (con Kubernetes)Steve Maraspin
 
How Agile changed Software Development
How Agile changed Software DevelopmentHow Agile changed Software Development
How Agile changed Software DevelopmentSteve Maraspin
 
Principi di Interaction Design
Principi di Interaction DesignPrincipi di Interaction Design
Principi di Interaction DesignSteve Maraspin
 
A (really) Quick Introduction to Event Storming
A (really) Quick Introduction to Event StormingA (really) Quick Introduction to Event Storming
A (really) Quick Introduction to Event StormingSteve Maraspin
 
Meet a parallel, asynchronous PHP world
Meet a parallel, asynchronous PHP worldMeet a parallel, asynchronous PHP world
Meet a parallel, asynchronous PHP worldSteve Maraspin
 
Don't Make Me Think - There's no need (2014)
Don't Make Me Think - There's no need (2014)Don't Make Me Think - There's no need (2014)
Don't Make Me Think - There's no need (2014)Steve Maraspin
 
The Metaphor Fallacy (in Digital Product Development)
The Metaphor Fallacy (in Digital Product Development)The Metaphor Fallacy (in Digital Product Development)
The Metaphor Fallacy (in Digital Product Development)Steve Maraspin
 
Lean UX: Sviluppo Software Agile e Incentrato sull'Utente
Lean UX: Sviluppo Software Agile e Incentrato sull'UtenteLean UX: Sviluppo Software Agile e Incentrato sull'Utente
Lean UX: Sviluppo Software Agile e Incentrato sull'UtenteSteve Maraspin
 
La filosofia Lean nello sviluppo di prodotti digitali
La filosofia Lean nello sviluppo di prodotti digitaliLa filosofia Lean nello sviluppo di prodotti digitali
La filosofia Lean nello sviluppo di prodotti digitaliSteve Maraspin
 
Error Reporting in ZF2: form messages, custom error pages, logging
Error Reporting in ZF2: form messages, custom error pages, loggingError Reporting in ZF2: form messages, custom error pages, logging
Error Reporting in ZF2: form messages, custom error pages, loggingSteve Maraspin
 
Outcome not Output: A Story of Lean UX Adoption
Outcome not Output: A Story of Lean UX AdoptionOutcome not Output: A Story of Lean UX Adoption
Outcome not Output: A Story of Lean UX AdoptionSteve Maraspin
 
Don't Make me Think - There's no Need
Don't Make me Think - There's no NeedDon't Make me Think - There's no Need
Don't Make me Think - There's no NeedSteve Maraspin
 
ZF2 Modular Architecture - Taking advantage of it
ZF2 Modular Architecture - Taking advantage of itZF2 Modular Architecture - Taking advantage of it
ZF2 Modular Architecture - Taking advantage of itSteve Maraspin
 
Fare con Zend Framework 2 ciò che facevo con ZF1
Fare con Zend Framework 2 ciò che facevo con ZF1Fare con Zend Framework 2 ciò che facevo con ZF1
Fare con Zend Framework 2 ciò che facevo con ZF1Steve Maraspin
 
NoSQL Data Stores: Introduzione alle Basi di Dati Non Relazionali
NoSQL Data Stores: Introduzione alle Basi di Dati Non RelazionaliNoSQL Data Stores: Introduzione alle Basi di Dati Non Relazionali
NoSQL Data Stores: Introduzione alle Basi di Dati Non RelazionaliSteve Maraspin
 
Polyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDB
Polyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDBPolyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDB
Polyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDBSteve Maraspin
 
NoSQL, No Worries: Vecchi Problemi, Nuove Soluzioni
NoSQL, No Worries: Vecchi Problemi, Nuove SoluzioniNoSQL, No Worries: Vecchi Problemi, Nuove Soluzioni
NoSQL, No Worries: Vecchi Problemi, Nuove SoluzioniSteve Maraspin
 
Permettere al cliente di apprezzare l'approccio agile
Permettere al cliente di apprezzare l'approccio agilePermettere al cliente di apprezzare l'approccio agile
Permettere al cliente di apprezzare l'approccio agileSteve Maraspin
 
Let customers appreciate the agile workflow
Let customers appreciate the agile workflowLet customers appreciate the agile workflow
Let customers appreciate the agile workflowSteve Maraspin
 
Esempio di architettura distribuita basata su PHP, CouchDB e Mobile
Esempio di architettura distribuita basata su PHP, CouchDB e MobileEsempio di architettura distribuita basata su PHP, CouchDB e Mobile
Esempio di architettura distribuita basata su PHP, CouchDB e MobileSteve Maraspin
 

More from Steve Maraspin (20)

Architetture a Microservizi (con Kubernetes)
Architetture a Microservizi (con Kubernetes)Architetture a Microservizi (con Kubernetes)
Architetture a Microservizi (con Kubernetes)
 
How Agile changed Software Development
How Agile changed Software DevelopmentHow Agile changed Software Development
How Agile changed Software Development
 
Principi di Interaction Design
Principi di Interaction DesignPrincipi di Interaction Design
Principi di Interaction Design
 
A (really) Quick Introduction to Event Storming
A (really) Quick Introduction to Event StormingA (really) Quick Introduction to Event Storming
A (really) Quick Introduction to Event Storming
 
Meet a parallel, asynchronous PHP world
Meet a parallel, asynchronous PHP worldMeet a parallel, asynchronous PHP world
Meet a parallel, asynchronous PHP world
 
Don't Make Me Think - There's no need (2014)
Don't Make Me Think - There's no need (2014)Don't Make Me Think - There's no need (2014)
Don't Make Me Think - There's no need (2014)
 
The Metaphor Fallacy (in Digital Product Development)
The Metaphor Fallacy (in Digital Product Development)The Metaphor Fallacy (in Digital Product Development)
The Metaphor Fallacy (in Digital Product Development)
 
Lean UX: Sviluppo Software Agile e Incentrato sull'Utente
Lean UX: Sviluppo Software Agile e Incentrato sull'UtenteLean UX: Sviluppo Software Agile e Incentrato sull'Utente
Lean UX: Sviluppo Software Agile e Incentrato sull'Utente
 
La filosofia Lean nello sviluppo di prodotti digitali
La filosofia Lean nello sviluppo di prodotti digitaliLa filosofia Lean nello sviluppo di prodotti digitali
La filosofia Lean nello sviluppo di prodotti digitali
 
Error Reporting in ZF2: form messages, custom error pages, logging
Error Reporting in ZF2: form messages, custom error pages, loggingError Reporting in ZF2: form messages, custom error pages, logging
Error Reporting in ZF2: form messages, custom error pages, logging
 
Outcome not Output: A Story of Lean UX Adoption
Outcome not Output: A Story of Lean UX AdoptionOutcome not Output: A Story of Lean UX Adoption
Outcome not Output: A Story of Lean UX Adoption
 
Don't Make me Think - There's no Need
Don't Make me Think - There's no NeedDon't Make me Think - There's no Need
Don't Make me Think - There's no Need
 
ZF2 Modular Architecture - Taking advantage of it
ZF2 Modular Architecture - Taking advantage of itZF2 Modular Architecture - Taking advantage of it
ZF2 Modular Architecture - Taking advantage of it
 
Fare con Zend Framework 2 ciò che facevo con ZF1
Fare con Zend Framework 2 ciò che facevo con ZF1Fare con Zend Framework 2 ciò che facevo con ZF1
Fare con Zend Framework 2 ciò che facevo con ZF1
 
NoSQL Data Stores: Introduzione alle Basi di Dati Non Relazionali
NoSQL Data Stores: Introduzione alle Basi di Dati Non RelazionaliNoSQL Data Stores: Introduzione alle Basi di Dati Non Relazionali
NoSQL Data Stores: Introduzione alle Basi di Dati Non Relazionali
 
Polyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDB
Polyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDBPolyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDB
Polyglot Persistance con PostgreSQL, CouchDB, MongoDB, Redis e OrientDB
 
NoSQL, No Worries: Vecchi Problemi, Nuove Soluzioni
NoSQL, No Worries: Vecchi Problemi, Nuove SoluzioniNoSQL, No Worries: Vecchi Problemi, Nuove Soluzioni
NoSQL, No Worries: Vecchi Problemi, Nuove Soluzioni
 
Permettere al cliente di apprezzare l'approccio agile
Permettere al cliente di apprezzare l'approccio agilePermettere al cliente di apprezzare l'approccio agile
Permettere al cliente di apprezzare l'approccio agile
 
Let customers appreciate the agile workflow
Let customers appreciate the agile workflowLet customers appreciate the agile workflow
Let customers appreciate the agile workflow
 
Esempio di architettura distribuita basata su PHP, CouchDB e Mobile
Esempio di architettura distribuita basata su PHP, CouchDB e MobileEsempio di architettura distribuita basata su PHP, CouchDB e Mobile
Esempio di architettura distribuita basata su PHP, CouchDB e Mobile
 

Recently uploaded

Customizable Contents Restoration Training
Customizable Contents Restoration TrainingCustomizable Contents Restoration Training
Customizable Contents Restoration TrainingCalvinarnold843
 
Introducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsIntroducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsKnowledgeSeed
 
Neha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and CareerNeha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and Careerr98588472
 
Can Same-Day Delivery Disrupt Crowded E-com Market.pdf
Can Same-Day Delivery Disrupt Crowded E-com Market.pdfCan Same-Day Delivery Disrupt Crowded E-com Market.pdf
Can Same-Day Delivery Disrupt Crowded E-com Market.pdfJasper Colin
 
Rakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptxRakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptxRakhi Bazaar
 
Interoperability and ecosystems: Assembling the industrial metaverse
Interoperability and ecosystems:  Assembling the industrial metaverseInteroperability and ecosystems:  Assembling the industrial metaverse
Interoperability and ecosystems: Assembling the industrial metaverseSiemens
 
5 Digital Onboarding Trends To Watch In 2024.pdf
5 Digital Onboarding Trends To Watch In 2024.pdf5 Digital Onboarding Trends To Watch In 2024.pdf
5 Digital Onboarding Trends To Watch In 2024.pdfVeri5digital
 
Entrepreneurial ecosystem- Wider context
Entrepreneurial ecosystem- Wider contextEntrepreneurial ecosystem- Wider context
Entrepreneurial ecosystem- Wider contextP&CO
 
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdfGUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdfDanny Diep To
 
Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifeBhavana Pujan Kendra
 
Darshan Hiranandani (Son of Niranjan Hiranandani).pdf
Darshan Hiranandani (Son of Niranjan Hiranandani).pdfDarshan Hiranandani (Son of Niranjan Hiranandani).pdf
Darshan Hiranandani (Son of Niranjan Hiranandani).pdfShashank Mehta
 
Andrii Rodionov: What can go wrong in a distributed system – experience from ...
Andrii Rodionov: What can go wrong in a distributed system – experience from ...Andrii Rodionov: What can go wrong in a distributed system – experience from ...
Andrii Rodionov: What can go wrong in a distributed system – experience from ...Lviv Startup Club
 
EQX-PPT-20240405-CorporateDeck-slideshare
EQX-PPT-20240405-CorporateDeck-slideshareEQX-PPT-20240405-CorporateDeck-slideshare
EQX-PPT-20240405-CorporateDeck-slideshareEquinox Gold Corp.
 
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdfSherl Simon
 
EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersPeter Horsten
 
ISO 37002:2021 (Whistleblowing Management Systems) Awareness Training
ISO 37002:2021 (Whistleblowing Management Systems) Awareness TrainingISO 37002:2021 (Whistleblowing Management Systems) Awareness Training
ISO 37002:2021 (Whistleblowing Management Systems) Awareness TrainingOperational Excellence Consulting
 
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...Hector Del Castillo, CPM, CPMM
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers referencessuser2c065e
 

Recently uploaded (20)

Customizable Contents Restoration Training
Customizable Contents Restoration TrainingCustomizable Contents Restoration Training
Customizable Contents Restoration Training
 
Introducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applicationsIntroducing the Analogic framework for business planning applications
Introducing the Analogic framework for business planning applications
 
Neha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and CareerNeha Jhalani Hiranandani: A Guide to Her Life and Career
Neha Jhalani Hiranandani: A Guide to Her Life and Career
 
Authentically Social - presented by Corey Perlman
Authentically Social - presented by Corey PerlmanAuthentically Social - presented by Corey Perlman
Authentically Social - presented by Corey Perlman
 
Can Same-Day Delivery Disrupt Crowded E-com Market.pdf
Can Same-Day Delivery Disrupt Crowded E-com Market.pdfCan Same-Day Delivery Disrupt Crowded E-com Market.pdf
Can Same-Day Delivery Disrupt Crowded E-com Market.pdf
 
Rakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptxRakhi sets symbolizing the bond of love.pptx
Rakhi sets symbolizing the bond of love.pptx
 
Interoperability and ecosystems: Assembling the industrial metaverse
Interoperability and ecosystems:  Assembling the industrial metaverseInteroperability and ecosystems:  Assembling the industrial metaverse
Interoperability and ecosystems: Assembling the industrial metaverse
 
5 Digital Onboarding Trends To Watch In 2024.pdf
5 Digital Onboarding Trends To Watch In 2024.pdf5 Digital Onboarding Trends To Watch In 2024.pdf
5 Digital Onboarding Trends To Watch In 2024.pdf
 
WAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdfWAM Corporate Presentation April 12 2024.pdf
WAM Corporate Presentation April 12 2024.pdf
 
Entrepreneurial ecosystem- Wider context
Entrepreneurial ecosystem- Wider contextEntrepreneurial ecosystem- Wider context
Entrepreneurial ecosystem- Wider context
 
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdfGUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
GUIDELINES ON USEFUL FORMS IN FREIGHT FORWARDING (F) Danny Diep Toh MBA.pdf
 
Planetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in LifePlanetary and Vedic Yagyas Bring Positive Impacts in Life
Planetary and Vedic Yagyas Bring Positive Impacts in Life
 
Darshan Hiranandani (Son of Niranjan Hiranandani).pdf
Darshan Hiranandani (Son of Niranjan Hiranandani).pdfDarshan Hiranandani (Son of Niranjan Hiranandani).pdf
Darshan Hiranandani (Son of Niranjan Hiranandani).pdf
 
Andrii Rodionov: What can go wrong in a distributed system – experience from ...
Andrii Rodionov: What can go wrong in a distributed system – experience from ...Andrii Rodionov: What can go wrong in a distributed system – experience from ...
Andrii Rodionov: What can go wrong in a distributed system – experience from ...
 
EQX-PPT-20240405-CorporateDeck-slideshare
EQX-PPT-20240405-CorporateDeck-slideshareEQX-PPT-20240405-CorporateDeck-slideshare
EQX-PPT-20240405-CorporateDeck-slideshare
 
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
5-Step Framework to Convert Any Business into a Wealth Generation Machine.pdf
 
EUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exportersEUDR Info Meeting Ethiopian coffee exporters
EUDR Info Meeting Ethiopian coffee exporters
 
ISO 37002:2021 (Whistleblowing Management Systems) Awareness Training
ISO 37002:2021 (Whistleblowing Management Systems) Awareness TrainingISO 37002:2021 (Whistleblowing Management Systems) Awareness Training
ISO 37002:2021 (Whistleblowing Management Systems) Awareness Training
 
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
How Generative AI Is Transforming Your Business | Byond Growth Insights | Apr...
 
Excvation Safety for safety officers reference
Excvation Safety for safety officers referenceExcvation Safety for safety officers reference
Excvation Safety for safety officers reference
 

Customer Journey Mapping Workshop