As services become more interconnected across channels and devices—and more importantly across time and space—it’s becoming increasingly important to find ways to gain insight about customers’ interactions with your service.

Experience maps offer a framework for mapping human experiences across multiple situations and interactions, helping to ensure that every occasion where your organization touches or connects with a person’s life is appropriate, relevant, meaningful, and endearing.

Chris will show you how to orchestrate touchpoints and their channels through experience maps. He’ll review an experience mapping framework used to drive the design of a multi-touchpoint experience. You'll see the activities that feed into the journey so that it tells a tangible story, the key elements that make up a useful and actionable map, and how to then define the characteristics of your mapped touchpoints.

Experience maps are intended to be catalysts, not conclusions. We’ll focus on the power and peril of the touchpoint—where customers connect with your product or service, and map the customer journey across touchpoints and channels.