A user journey is a task that a user wants to complete. A critical user journey is a really important user journey. At YouTube, and at Google, we employ a design methodology built on a deep understanding of our users, and their critical user journeys, as a way to ensure that we design for and measure the complete user experience. The use of critical user journeys become especially powerful when journeys cross over more than one surface, product or service.
Developing a journey mapping framework that is valuable, actionable, and unique to your organization is a highly collaborative and iterative process. Design teams regularly employ journey mapping as a means to emphasize pain points and an attempt to build bridges across silos. But to gain true uptake across the greater organization, these journey maps should be effective in reducing those pain points and encouraging continuous collaboration amongst teams. Join Daniela in this interactive session on bottom-up journey mapping and creating impactful, yet practical decision points.
Large, complex organizations are prone to siloed activities that can lose sight of the user at the center of processes. Service blueprinting is a vital tool to help break down silos and refocus the organization on said user. In this session, learn case examples of how Charles Schwab has utilized the power of service blueprinting across the organization to refocus service design and delivery.
What are the key elements of success throughout the incubation phase of development and adoption of Service Design at scale, and what are the practical tools for a successful integration of your emerging practice? In this session, we will assess your organization’s readiness to adopt and scale Service Design, unpack Lean Innovation building blocks for sustainable and scalable implementation, and engage in hands-on activities that will help you build a Service Design practice starter kit to take back to your team.
Note: This session will utilize MURAL. A link to the MURAL instance will be provided at the beginning of the event.