UXPA Boston Conference 2022

Stop journey mapping and start universe mapping
How linear is a customer experience? We often think of customer journeys as step-by-step processes, but in an evolving digital landscape, experiences are layered with unpredictable factors.

It's time to take your experience mapping to the next level. With universe building, you will have the framework to better understand experiential nuance and uncover new ways of identifying opportunities for technology interactions based on triggered behaviors and situation fluctuational components. From the perspective a visual storyteller, rethink the way you look at mapping data and ponder the question “what if?””

This session with give attendees a new framework to break down findings, and map out a multi-faceted customer experience map of profiles, journeys and discovery work to get past tech talk and visualize the opportunity space. This session will provide inspiration for ways to visualize complex data, share real-world examples of how and when to use experience maps, and learn new ways of enriching customer understandings.