In this hands-on session you will get to know a structured method to optimize digital products. By generating more value for the user, your business will ultimately generate more revenues. Customer journey mapping helps you to better understand and visualize the user’s needs.
You will apply the method to a concrete example and analyze the digital journey of a fictitious customer – from the task he has to complete to the negative and positive experiences during the journey, which help or prevent the user from completing the task (pains and gains).
You will then divide the entire customer journey in to small pieces and will be able to identify the points which are causing frustration or not meeting the user’s expectations. In small groups you will work on suggestions for improvements for an isolated problem (pain reliever, gain creator) and will think about new products, features and services that add value to the overall digital experience.