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How To Create A Customer Journey Map
 
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http://uxmastery.com Megan Grocki breaks down what a customer journey map is, and how to create one for your next user experience design project. Illustrations by Robin Cave; music by http://podingtonbear.com
Views: 374882 UX Mastery
Customer Journey Maps – the Why and What of Journey Maps (2018)
 
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Customer journey maps are an important tool to improve customer experience with a product, service or brand. In this video you learn how you can use customer journey maps to better understand your customer and to trigger product innovations. You learn the most important basics of customer journey mapping and get to know some of the essential details of journey maps. _______________ Smaply is a tool that helps you visualize and share customer journey maps, personas, and stakeholder maps. Get your 14-days free trial on smaply.com
Views: 1558 More than Metrics
"Why I Hate on Journey Maps" by Jaime Levy (Author of "UX Strategy")
 
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This was the video recorded at the Designer and Geeks's Meetup in San Francisco on September 17th, 2015. It is a rant by Jaime Levy to explain why she chose to focus an entire chapter in her new O'Reilly Media book "UX Strategy" on empirical funnel conversion for dictating the UX design rather than the traditional practice of creating fancy journey map diagrams for understanding customer touch points. http://shop.oreilly.com/product/0636920032090.do
Views: 22169 Jaime Levy
Зачем использовать Customer Journey Map?
 
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Спикеры курса CJM в Binary District рассказывают, зачем строить карту путешествия пользователя и какую пользу это принесет бизнесу. Арслан Разыков, Project Manager в MegaLabs Дарья Романовская, Product Consultor Максим Маратович, Product Consultor Подробнее о курсе — https://binarydistrict.com/ru/workshop/customer-journey-map/??utm_source=social&utm_medium=youtube&utm_campaing=post_20.11.18
What is Customer Journey Mapping?
 
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Introducing Customer Journey Mapping, a popular Customer Experience tool. It visualizes an end-to-end customer experience, helping businesses deepen their understanding of their customers' behaviors, thoughts, and feelings. Enhancements of Customer Journey Map in 14.2 SP1: https://www.youtube.com/watch?v=KTQZRutjUqs More about the Customer Journey Tool: https://www.visual-paradigm.com/features/customer-journey-mapping-tool/ CJM Tutorial: How to Develop a Customer Journey Map? https://www.visual-paradigm.com/tutorials/customer-journey-mapping.jsp Other great features that aid UX design, visual modeling, process modeling, project management and enterprise architecture: https://www.visual-paradigm.com/editions/ Try it FREE: https://www.visual-paradigm.com/download/
Views: 16681 VisualParadigm
Персонализация сайта для пользователя на основе customer journey map — Алексей Чернобровов
 
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Из доклада вы узнаете о том, что такое customer journey map (CJM). Будут рассказаны основные подходы к автоматизированному выделению паттернов поведения пользователей с помощью современных методов машинного обучения. Алексей расскажет о построении персонализации на основе CJM и правильном выборе метрик для оценки улучшения продукта. В качестве примеров будут использоваться приложение крупного банка, сайт известного автодилера и крупный интернет-магазин. Avito Product Analytics Meetup 09/12/2017 https://avitotech.timepad.ru/event/604124/
Views: 779 AvitoTech
The product journey
 
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Views: 494 Orthomol
Powtoon IKEA Customer Journey Map
 
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-- Created using Powtoon -- Free sign up at http://www.powtoon.com/youtube/ -- Create animated videos and animated presentations for free. PowToon is a free tool that allows you to develop cool animated clips and animated presentations for your website, office meeting, sales pitch, nonprofit fundraiser, product launch, video resume, or anything else you could use an animated explainer video. PowToon's animation templates help you create animated presentations and animated explainer videos from scratch. Anyone can produce awesome animations quickly with PowToon, without the cost or hassle other professional animation services require.
Views: 104 Anonymous Intruder
Customer Journey Mapping – The Why and What of Digital Journey Maps (2018)
 
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Customer journey maps are an important tool to improve customer experience with a product, service or brand. This video shows introduces you to the practice of digital journey mapping and how Smaply helps to create journey maps. - What is the customer journey? - Why is journey mapping important? - How can Smaply help to improve the customer journey? _______________ Smaply is a tool that helps you visualize and share customer journey maps, personas, and stakeholder maps. Get your 14-days free trial on smaply.com Credits: illustrations from Vecteezy.com
Views: 17123 More than Metrics
SciMeetup#10 Service Design: cоздание персоны и Customer Journey Map
 
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Дима Басенко, ведущий UX-дизайнер дизайнер «Эпам Системз» расскажет о том, что такое персона продукта. Как правильно создавать и использовать персоны на практике. Объяснит на примерах, как использование персон повлияло на разработку продукта. А также, расскажет о том, как создавать и использовать Customer Journey Map/Customer Service Map. Покажет на примерах, как разработка CJM повлияла на разработку и развитие продукта. -- В рамках проведения «Научного Хакатона» мы приглашаем вас на митапы, где будут проводиться обучающие и консультационные сессии под руководством экспертов в области науки, бизнеса и ИТ. У вас будет возможность обсудить задачи, получить экспертную помощь, объявить о вакантных местах в команде и не только. Присоединяйтесь и решайте научные задачи командами! Cайт: http://sciencehit.by/hackathon Регистрация в команды: https://sciencehit.timepad.ru/event/462869/ Группа в fb: www.facebook.com/groups/scihackatho... Группа в vk: https://vk.com/event141357156
Lee Dale: Why Journey Mapping is Essential for Digital Products
 
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Never been to an FITC event? We'd like to change that. Just email us at [email protected] for a VERY special offer! How to improve customer engagement and service delivery in the connected age. Digital transformation is not a buzzword. It’s the promise that your organization can reach new heights by leveraging digital to provide a superior customer experience and optimize your team’s efforts in doing so. At the same time, there are a vast amount of organizations who believe a digital presence alone is enough to meet customer expectations and keep your organization at the forefront of the connected economy. The general approach is typically to just make sure deliverables exist: we have a responsive website; we listen to customers on our social channels and help lines. But this approach does not ask the right questions of how you can drive consumer engagement and retention, and make sure your team is focused on solving the right problems in the most effective manner. To do so, every organization needs to align their digital ecosystem with their customer journey. This talk will introduce the process for and key benefits of aligning your digital ecosystem and team efforts to your customer’s journey, including highlighting how you’ll find new business and growth opportunities, while finding those key insights in how to better connect and provide value to your customers. Lee Dale CEO, Say Yeah! http://twitter.com/smack416 Check out all our events http://fitc.ca https://twitter.com/fitc
Views: 210 fitcevents
Алексей Копылов. Введение в Customer Journey Map
 
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Запись вебинара в Школе проектирования интерфейсов: http://uxcool.ru Презентация: http://www.slideshare.net/copylove/customer-journey-map-uxcoolru Этот вебинар для тех, кто проектирует интерфейсы и продукты и задумывается о том, что этого недостаточно. На практике для привлечения и удержания клиентов оказывается важен полный опыт пользователя/клиента при взаимодействия с вашей компанией и/или средой, а не только продуктом Алексей представляет набирающую популярность технику проектирования опыта клиента Customer Journey Map, рассказывает о своём опыте её применения, некоторых особенностях и отвечает на вопросы.
Gereedschap 6 - Customer Journey Map
 
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Klanten komen op verschillende manieren en momenten in contact met jou, je organisatie en je product of dienst. De klant-route visualiseer je in een customer journey map. Door dit visueel weer te geven creëer je een sterk en duidelijke beeld van de klant-route. Zo kun je dus inspelen op factoren die invloed hebben op de gebruikerservaring van je product of dienst. Bekijk hier hoe het maken van een customer journey map je kan helpen met jouw business.
Views: 1595 TriMotion
33) Неочевидные тонкости применения Customer Journey Map
 
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http://talks.rosalab.com/20140809-33 Неочевидные тонкости применения Customer Journey Map (Алексей Копылов, ProductCamp Minsk-2014)
Views: 281 Stas Fomin
Customer Experience Journey Mapping - Deloitte Digital
 
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Goed inzicht in de klantervaringen begint met het in kaart brengen van de Customer Journey. In de schoenen van de klant gaan staan om vanuit die positie zijn gedrag, ervaringen en houdingen te bestuderen, levert waardevolle inzichten. Van het moment dat de behoefte tot een product of dienst ontstaat tot het aankoopproces en het gebruik tot de afdanking en/of herhaalaankoop. Lees ook het artikel 'In 7 stappen de reis van de consument in kaart': http://www2.deloitte.com/nl/nl/pages/deloitte-digital/artikelen/in-7-stappen-de-reis-van-de-consument-in-kaart.html
Views: 25947 DeloitteNederland
[Labinar] Creating The Perfect User Journey
 
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Daniel de la Cruz Product Designer and Co-Founder at ChangeLab23 hosted the 1. ever ChangeLab23 Webinar (#Labinar). The central theme of the Labinar was how to create the perfect user journey when re-designing or improving a specific part of your product. • What user journeys are and how they benefit you when re-designing / optimising your product • A practical step-by-step guide on how to design a complete user journey diagram • How to implement user journeys into your project management process (design + dev) process. • How to avoid common project delays with a user journey • How to measure the success of improved user journeys Need any help with your product, give me a shout at [email protected]
Views: 7237 ChangeLab23
Clippard Customer Journey Mapping
 
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Doug Robertson from Clippard Instruments Company talks with Paul Miklautsch about how Start Something Bold's customer journey map influenced their product development process and their organization.
Views: 27 Micah Zender
Bryan Wade on Journey Maps and Journey Builder for Apps: Connections 2014
 
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Salesforce Marketing Cloud SVP & Chief Product Officer Bryan Wade takes a deeper dive into the customer journey, including journey maps and Journey Builder for Apps. Also listen to stories from Marc Benioff and Scott McCorkle and a sample customer journey from FitBit. Dedicated to inspiring, enabling, and educating marketers around the globe, Connections showcases the latest technology and innovation, highlights groundbreaking customer stories, and puts you at the front lines of emerging trends and best practices. http://marketingcloud.com - The customer revolution has begun—and it’s never been more important to develop real relationships with your customers. Salesforce Marketing Cloud is the world’s most powerful 1:1 digital marketing platform, helping you make the most of every customer interaction. Are you ready to create personalized, cross-channel customer journeys that deliver exceptional brand experiences? The future of digital marketing is here. See why Salesforce Marketing Cloud is excited to be leading the way. Build and manage your customer journeys with Salesforce Marketing Cloud: Email: http://www.exacttarget.com/products/email-marketing Mobile: http://www.exacttarget.com/products/mobile-marketing Social: http://www.exacttarget.com/products/social-media-marketing Ads: http://www.exacttarget.com/products/ads Web: http://www.exacttarget.com/products/web-personalization Journey Management: http://www.exacttarget.com/products/journey-management Predictive Intelligence: http://www.exacttarget.com/products/predictive-intelligence Content & Messaging: http://www.exacttarget.com/products/content-messaging Customer Data Platform: http://www.exacttarget.com/products/customer-data-platform Hub Exchange: https://hubexchange.exacttarget.com/ Want to stay up-to-date on digital marketing? The Salesforce Marketing Cloud blog publishes everything you need to stay ahead of the curve, including best practices, tips, trends, and recent research: http://exacttarget.com/blog Learn more about Salesforce Marketing Cloud: http://marketingcloud.com For more information about Salesforce: http://salesforce.com
Views: 2655 ExactTarget
Customer Journey Mapping
 
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Customer Journey Mapping - Trying to understand how the customer researches, decides and buys your products and services, so that the journey can be optimized to increase usability and conversion.
Views: 3108 HawdaleAssociates
3 STORIES: HOW TO CRAFT A CUSTOMER JOURNEY MAP (OR MARKETING FUNNEL)
 
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Product designer? Digital marketer? You want to take your customers through a journey. At first, they’ll be strangers. Later, they’ll be happy customers. Attract attention. Solve problems. Turn customers into advocates. Let’s explore the steps! Find the written transcript here: https://northstories.io/3-customer-journey/
Views: 68 Allan Caeg
Customer journey mapping in a minute with UXPressia
 
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Create, share and export customer journey maps and personas in minutes with UXPressia - a platform for visualizing user experience. https://uxpressia.com
Views: 847 UXPressia Tools
converse customer journey map fm213
 
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-- Created using Powtoon -- Free sign up at http://www.powtoon.com/youtube/ -- Create animated videos and animated presentations for free. PowToon is a free tool that allows you to develop cool animated clips and animated presentations for your website, office meeting, sales pitch, nonprofit fundraiser, product launch, video resume, or anything else you could use an animated explainer video. PowToon's animation templates help you create animated presentations and animated explainer videos from scratch. Anyone can produce awesome animations quickly with PowToon, without the cost or hassle other professional animation services require.
Views: 19 Bora Jeon
Journey mapping as insight tool: a healthcare case study
 
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Speaker: Kim Goodwin If you want a team to see the world through users' eyes, there's nothing quite as powerful as involving them in ethnographic field studies. However, teams can still struggle with translating their field experience into product features and design decisions. Journey maps help teams structure and share field data, identify opportunities, and determine what kinds of tools and information to offer and when. The talk is illustrated with field data and a map of the patient journey through serious illness, based on recent work with PatientsLikeMe.com (http://www.patientslikeme.com/) .
Customer Journey Mapping for Increasing Conversions #LeadsEveryDay
 
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The term "customer journey mapping" is ubiquitous in marketing circles, but just what does it mean, and what does it look like? The modern prospect has all the information to hand, and is better informed than ever before. Successful marketers are realising that giving away their best information is the best way to engage a new prospect but where do you take them next? In today's #LeadsEveryDay Periscope, Matt talks about how to compliment your lead qualification process with products - from Free, through P4P (see Daniel Priestley's book: Key Person of Influence) to your core products and services, but with the all important next logical step of DELIGHTING your customers with yet more content and products. Tune into Matt's daily Periscopes by following him ... @matt_hodkinson and look out for the #LeadsEveryDay hashtag on Twitter! Customer Journey Mapping | Customer Journey Map | Customer Journey Definition | Customer Journey Model
Views: 51 Leads Every Day
Digital Product Design - Focus On The Journey: Great Experiences Don’t Happen By Chance
 
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Digital Product Design NYC Meetup - Lifion, by ADP NYC - April 11 2017 - Focus On The Journey: Great Experiences Don’t Happen By Chance We’re out there building complex things. Though you may only work on a portion of what your company produces, the big picture may include digital and physical elements, web and mobile, brick and mortar, wearables, services, marketing, logistics, social and much more. You’re in the business of creating and selling an experience. Designers have powerful tools and processes at their disposal, but let’s take a minute to examine the landscape, talk about great experiences, ways to put design into context and use our work to influence others and build a design driven organization. We’ll also dig in a little deeper and touch on how we can use the journey as a model for business roadmap, organizational design, and a tool to truly differentiate a business. SPEAKER Ben Running is the director of the Innovation Lab at Jet.com where the team focuses on the next generation of e-commerce technologies like bots, conversational commerce, VR/AR, IoT, as well as organizational design. Prior to the Innovation Lab, he led the Jet product design team. Jet.com was acquired by Walmart for $3.3B in September of 2016, marking the largest U.S. e-commerce acquisition to date. Prior to Jet.com, Ben was Director of Design at BuzzFeed. He’s on a quest to visit all of America’s National Parks, and practices 80s hair metal guitar in his spare time. https://twitter.com/brunning LINKS 10 most interesting examples of Customer Journey Maps http://blog.uxeria.com/en/10-most-interesting-examples-of-customer-journey-maps/ Adaptive Path’s Guide to Experience Mapping http://adaptivepath.org/ideas/our-guide-to-experience-mapping/ MakeTools, Dr. Liz Sanders human-centric design writings http://www.maketools.com/papers-0.html The difference between a journey map and a service blueprint https://blog.practicalservicedesign.com/the-difference-between-a-journey-map-and-a-service-blueprint-31a6e24c4a6c Creative Journey Maps on PInterest https://www.pinterest.com/explore/customer-journey-mapping/ EVENT PAGE https://www.meetup.com/NYC-Digital-Product-Design/events/237944836/ VENUE Lifion, by ADP, invites you to visit our new home for big ideas, ambitious folks, and those who are truly committed to delivering finely made products at scale. Join us after-hours for provocative talks, engaging discussions and some great opportunities to connect with serious thinkers and doers. Visit us at http://www.lifion.com/ for a calendar of upcoming events and current job opportunities. We look forward to meeting you soon! ORGANIZER - CITRUSBYTE Citrusbyte was founded in 2007 with the mission to become the go-to technology consultancy for building world-class, one of a kind, web applications and web based businesses. We help you build solutions by building a team that best complements the unique needs your project. https://citrusbyte.com/ ABOUT DIGITAL PRODUCT DESIGN In the digital product field we continuously seek to refine and adopt new approaches to our work. Topics at our meet up cover a range of subjects throughout the full product life cycle including customer insight techniques, strategy, interaction design, metrics, growth, marketing, tools, technology, team collaboration, etc. Our goal is to empower teams to transform their existing work patterns to refresh delivery and work environments. Designers, researchers, product managers, marketers, engineers, entrepreneurs, and industry leaders are all welcome to join and share their perspectives, learnings and stories! http://dpdnyc.org/ 3431
Views: 301 Citrusbyte
Travel Management User Journey |  WorldAware Products
 
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How does WorldAware's intelligence and travel risk management solutions support business operations as well as traveler safety? Watch the video to learn about the user journey with WorldAware solutions and how our services benefit the traveler and the organization in times of crisis.
Views: 104 WorldAware
7 Benefits of Customer Journey Mapping
 
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Design thinking and service design use customer journey maps to demonstrate the experience of a customer interacting with a brand, product or service. Here is a video that looks to demonstrate the benefits of this tool to organisations. Which builds on the Infographic produced by Perificient featured in their blog. Link: http://blogs.perficient.com/digitaltransformation/2016/06/09/infographic-7-benefits-of-customer-journey-mapping/
Views: 58 C three
What is Customer Journey Mapping? | SmarterCX
 
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Oracle’s Katrina Gosek, Daryn Mason, and Brian Curran detail the new customer journey and the customer experience strategy that followed called Customer Journey Mapping – a process of walking in the customers’ shoes to develop a thorough understanding of the buying process and a physical visualization on a vast, colorful customer journey map. Learn more about customer journey mapping, consumer trends, and customer experience strategies at SmarterCX.com/trends.
Views: 1886 Oracle CX
Karsten International - The product journey
 
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Karsten International is the bridge between manufacturers and retailers for non-food consumer products. Whether you are a manufacturer seeking new opportunities within the competitive European market, or a retailer searching for the best value consumer products, Karsten International bridges the gap between manufacturers and retailers. As the only trader between manufacturers and retailers, we remove the thresholds in three ways: we handle the logistics, take care of financial concerns and provide added services for everything involved with the product itself. We can develop your products as customers private label or as our brand. Website: www.karsten.nl Facebook: Facebook.com/karsteninternational LinkedIn: Linkedin.com/company/karsten-international-bv
Views: 2124 Karsten International
Jodine Stodart – Attack of the 10 Foot Customer Journey Map
 
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Crafting an Easy to Follow Visual Narrative from Disparate Data Sources. Jodine joined us as UX New Zealand 2017. Find out more: http://www.uxnewzealand.com/speakers/jodine-stodart/ Opening animation from our exclusive design partner, Dave Clark Design: http://www.daveclark.co.nz/ Sometimes to tell a convincing customer experience story you have to go big. Size matters when you want to communicate a compelling narrative that spans more than 10 phases across front stage customer experience and backstage customer service and marketing comms. Using a project case study at a high level, this talk will walk through the process and outcomes of journey mapping. Consolidating the insights from 45 research docs and 11 interviews we formed a monster journey map that contained key data, channels, touch points, pain points and opportunities. We terrified the designer with a giant wall of 100 post-its to be translated into a beautiful, easy to follow artefact that was plan printed onto a roll of glossy paper 10 feet long. We impressed and intimidated our stakeholders with the number of post-its on wall, and sheer size of the artefact. We then walked them through a crafted narrative that told a compelling horror story of what it's like to be a customer so that everyone felt their pain. We then helped the stakeholders resolve the pain with a series of workshop exercises to engage them in the map contents and emerge with implementable solutions. Customer Journey Mapping is a fantastic tool for many businesses to gain a cross-organisational view of the customer experience and a holistic view of the customer. Maps help inform decision making on roadmaps that ideally lead to improved consistency and flow when customers interact with your products and services. Learn about what makes a good journey map, what to avoid, and how to engage your stakeholders in the end artefact so it stays alive within the business after it has been created.
Views: 450 Optimal Workshop
User Journey Mapping 101
 
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In today’s digitized world, individuals and communities have many more options to learn about and buy products and services websites, social media, in a store, on a mobile device than in the past. But, with so many engagement channels and devices available, it’s hard for businesses and organisations to coordinate and prioritize the ways their users interact with them. Even worse, it can be difficult to measure successful engagement. User journey mapping is one way to create a more coordinated, personalized experience for your customers. Guest Presenter: Emily Verstege, Multiplicite Emily is an internationally published research academic, public policy analyst and entrepreneur who works at the intersection of business and technology. She helps the individuals and organisations she works with improve their performance. Also, as an academic, Emily's postdoctoral research brought electronic data collection methods to a landmark Australian health workforce study. As a business analyst, her work drove meaningful changes in human services policy at state and Commonwealth levels. Emily is an exceptional speaker and facilitator. She delivers engaging keynotes, workshops and forums with diverse stakeholder groups. Emily is committed to improving the health, wellbeing and connectedness of vulnerable community members through innovative technologies. Emily vigorously supports gender diversity in science, technology, health and medicine, and supports women in these areas to make the contribution they were born to make.
Views: 177 townhall app
Bringing Patients to Life with Journey Mapping
 
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[Watch the full webinar]: https://hubs.ly/H08zz830 As the shift towards patient-centered care continues, more and more medical product and service companies find that the key to successful innovation lies in seeing things from the patient’s point-of-view. A deep understanding of the patient experience—from the onset of symptoms and a diagnosis, through treatment, and on into recovery—can uncover previously undetected needs that may influence new product design, help shape new patient experiences, and inform marketing strategy. Patient-journey mapping—a process of analyzing and detailing the patient experience—is one powerful method to uncover the needs of patients and the clinicians that treat them. In this brief webinar, AMS President & Managing Principal John Mitchell, an experienced researcher in the global medical-products market, will give an overview of patient-journey mapping, explain how it works, and discuss its application in the medical-products category.
Customer Journey Maps   Visualizing Your Customers Experience in Their Buying Journey
 
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'Customer Centricity' is at the very heart of building and growing a sustainable business in the 21st century with products, services and information readily available and accessible by customers who demand what they want, when they want it and how they want it. 'Customer Journey Mapping' is one of the fundamental enablers for customer centricity, and is the most powerful tool that helps organizations think 'Outside-In' from the customers' perspective(s). Join the EPIC Team in this webinar to learn what it is, why its essential in the 21st century customer era, and how they can benefit organizations
Views: 243 Ghulam Ali
Customer Journey Mapping vs. Experience Mapping
 
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What is the difference between a customer journey map and an experience map? We spoke with Jim Kalbach, author of "Mapping Experiences", about his book. He answered some questions, and shared some tips with our CEO, Mariano Suarez-Battan, about experience mapping and remote collaboration in general. Buy "Mapping Experiences" here: https://www.amazon.com/Mapping-Experiences-Complete-Creating-Blueprints/dp/1491923539/ref=sr_1_1?ie=UTF8&qid=1468518144&sr=8-1&keywords=mapping+experiences Get started for free at mural.co
Views: 4095 MURAL
CIM Key Insights Webinar - Dell’s content journey - Product to Customer centric marketing
 
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#CIMfromthetop webinar with Simon Hall, UK Marketing Director at Dell.
Practical Ways to Improve ROI for Your Product and Business | webinar replay
 
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How do our clients achieve a level of understanding about their customers in a way that can drive a more successful product strategy? By applying an ongoing focus on the customer experience through journey mapping. See practical advice for creating customer journey maps and applying these to product strategy, leading to higher ROI on product investment efforts through more customer-driven product strategy. Presenters: Bill Cornell, Practice Director, Marketing & Product Management Thad Westhusing, Principal, Marketing & Product Management
Views: 186 PointBInc
PowerDirector - Animating a flight journey on a map
 
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The Sharper Turtle provides concise (4-8 min.) software tutorials for video editing software (PowerDirector - Edius - Media Composer First - Premiere Elements), Office products and other applications.
Views: 1986 Sharper Turtle
User Journey Mapping by Bhakti Dudhara - WTM Ahmedabad IWD 2018
 
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User Journey Mapping by Bhakti Dudhara - WTMAhmedabad IWD 2018 - International Women's Day celebration at WTMAhmedabad organized by GDGAhmedabad. About Bhakti Dudhara: Co-Founder and Chief Design Officer at Aubergine Solutions, Bhakti started this company as a platform to provide usable products with experiences that are catered to the needs of its users. She is an Engineer Bachelors turned into a Designer Masters with further studies and experiences from the Silicon Valley (California, USA). She is passionate about the power of Information Design to make lives easy for people. Talk Abstract: User Journey Mapping is an extension to traditional workflows which incorporates empathy for the users of the product before, during and after their interaction with it. Here is what you will get out of this talk - 1. Why user journey is at the core of a product’s experience 2. When to define user journey 3. Various methods to define user journey 4. Extending to customer experience design 5. Hands on exercise (if time permits) Women Techmakers - IWD celebration is an event to encourage more women in community by sharing and showing the prominence and achievements of women for their contributions in tech community. You can learn more about Women Techmakers at WomenTechmakers.com and by visiting us on Twitter (@WTMAhmedabad). #IWD18 #WTMAhmedabad #GDGAhmedabad
Views: 71 GDG Ahmedabad
Minecraft Pantheon with Beef & Chad - Long Journey (E32)
 
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Pantheon is a typical 19 block monument map, tinkered with by over 20 mapmakers over a year, to get the product you see before your eyes right now. 18 challenging areas await you in this map, each with some unique, some old-style reminiscing and then some that are mind-bending. You will find minimal safe points in the map, even the Monument has an entire sprawling dungeon set to kill you! With difficulty that surpasses the hardest full maps out there, it is most certainly an end-game for all CTMers, and is prepared to haunt your dreams with challenging and exciting environments, challenges, and visuals. Map: http://www.minecraftforum.net/forums/mapping-and-modding/maps/1531971-ctm-projectctm-collaboration-maps-collection Others: Beef: http://www.youtube.com/vintagebeef Chad: http://www.youtube.com/omgchad Thumbnail Artist - http://btoal.deviantart.com
Views: 14306 GuudeBoulderfist
Marketing Minute 085: “Managing Customer Touchpoints” (Marketing Strategy / Customer Journey)
 
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What are “customer touchpoints” and why are they important? Within our customers’ journeys are a number of customer touchpoints. These are the times, sometimes mere moments in time, that we have a chance to play a role in a customer’s journey as he or she moves toward overcoming obstacles and satisfying goals. What we do at each of these touchpoints is under our control and it’s our responsibility to our customers and to our other constituents to make those touchpoints meaningful, informative, and memorable. To do this, first we need to know the various journeys that our customers take to satisfy their goals. Journey mapping exercises can help us discover their common paths toward (or away from) customer satisfaction. Next, we need to understand the appropriate times to touch those journeys. At what points in those journeys can we make a positive difference in the lives of our potential customers to help them choose the best products? …the best directions? …the best path toward their desired successes? Finally, what can we do at each of those touchpoints to provide information, guide sensible decision making, invoke meaningful emotions, and build memorable connections? Remember, we can change lives not just by being present during customer touchpoints, but by truly assisting customers in their various journeys. **Be sure to subscribe to my channel so you don't miss any future episodes of Monday's Marketing Minute, where you’ll learn about: - Marketing Strategy and Tactics - Brand Development - Personal Branding and Professional Branding - Marketing Yourself - Marketing Leadership - Self-Improvement - and whatever relevant and related topics come our way. **Also, connect with me on any of the following: LinkedIn: https://www.linkedin.com/in/anthonymiyazaki Twitter: https://twitter.com/sensiblefolk Instagram: https://www.instagram.com/sensiblefolk/ YouTube: https://www.youtube.com/AnthonyMiyazaki
Views: 23005 Anthony Miyazaki
Customer Journey Map
 
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Video Parcial para la clase de Inteligencia Emocional Univeridad de La Sabana-- Created using PowToon -- Free sign up at http://www.powtoon.com/join -- Create animated videos and animated presentations for free. PowToon is a free tool that allows you to develop cool animated clips and animated presentations for your website, office meeting, sales pitch, nonprofit fundraiser, product launch, video resume, or anything else you could use an animated explainer video. PowToon's animation templates help you create animated presentations and animated explainer videos from scratch. Anyone can produce awesome animations quickly with PowToon, without the cost or hassle other professional animation services require.
Views: 2175 Felipe Rodriguez
Customer Journey Mapping Workshop
 
02:21
This 1-day intensive workshop is ideal for cx professionals, marketing, sales, customer service, IT and business owners who are looking to develop their customer experience capabilities. In the workshop you will learn how to identify your customers’ unmet needs: their frustrations, service gaps and what they value when interacting with your business. By day’s end you will fully understand how to undertake customer interviews and synthesize insights, empathy map to create personas and map an end-to-end customer journey to improve the design and delivery of brand touchpoints, products and services. You’ll find my workshops deliver deep understanding, confidence and the skills to engage stakeholders across the business to turn your goals into customer-centric actions. https://alexallwood.com.au/workshops/
Views: 89 Alex Allwood
Webinar: How Journey Mapping Transforms Customer Experience
 
01:05:49
Join Macadamian Technologies' Anneliis Tosine, User Experience Researcher and Barb Spanton, User Experience Designer as they delve in to customer journey mapping. In this webinar you will learn: - How to create a customer journey map - What does a good customer journey map look like? - How to derive insights from a customer journey map Learn more about Macadamian at www.macadamian.com Download the slides here: http://www.macadamian.com/wp-content/uploads/MAC_Webinar_Journey_Mapping-sfd-Presentation_Slides1.pdf In healthcare, clinicians and patients take a journey together - a journey that often begins with crisis or uncertainty, followed by a carefully orchestrated process of testing, treating, and monitoring, all with the goal of improved or maintained wellness. Irrespective of what market you are in, when creating products, it is essential to have a good grasp of a customer's entire journey. Journey maps are excellent tools to help collect and synthesize customer data in order to highlight opportunities for improvement, increasing engagement, and ultimately driving revenue.
Purdeep Sangha | The Impact of Journey Maps
 
16:07
Journey maps will set your business miles ahead of the competition by fully understanding the process that your customer, client or fan goes through when interacting with your brand or purchasing a product from you. Let me explain how this works!
Views: 51 Purdeep Sangha
How To Map Your Content Marketing Strategy To The Buyer's Journey | Dan Martell
 
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Are you investing in a ton of content that doesn’t land with anybody? In this video, I share exactly how to think about the different types of buyers and the stage they’re in. Are you an entrepreneur? Get free weekly video training here: http://www.danmartell.com/newsletter + Join me on FB: http://FB.com/DanMartell + Connect w/ me live: http://periscope.tv/danmartell + Tweet me: http://twitter.com/danmartell + Instagram awesomeness: http://instagram.com/danmartell Wow, did I ever butcher this joke. “The CEO, CFO, and Marketing Manager walk into the bar...” You can watch the video below to see how I killed my stand-up career before it even started… ...but here’s what I was trying to convey. Depending on WHO you are, you probably have a different need for the same outcome (i.e. a drink). When I was building my startup Flowtown, we had customers who bought our product at $20/month, some at $200/month and even a few at $2K/month! Were they the same? Yes and no. Yes, they all had the same need.... ... but no, they all had a different motivation and reality they were coming from. That’s why I think it’s important to map your marketing strategy to your buyers. Fail to do this and you’ll only be speaking to one type of customer - or the one stage of the buyer's journey. The cool part is there’s a simple framework you can use to clearly identify the type of content that you need to create to help customers move through the funnel quickly to purchase. Here’s a mental model you can use to think through the process... ... starting with each role and the type of information they need. The CEO wants to learn about problem space so he can be better informed to evaluate his need against his vision for the company. The CMO wants to learn more about the specific solutions available and companies using them so he can feel good about his timing decision, and the specific vendor to avoid looking stupid. The Marketing Manager needs to understand the specific features and benefits of each platform so he can map his strategic goals to the product’s key strengths. Each one is potentially looking at your solution under a completely different lens, and searching to answer their questions from a different type of position. Many in the industry call it TOFU (Top of Funnel), MOFU (Middle of Funnel) and BOFU (Bottom of Funnel). My buddy Sujan likes to call it Kung-Fu! :) Regardless of where you’re at, you need to address each stage of the journey with the right content. That’s how you map your marketing strategy to your buyer’s journey. So what stage of business do you have the hardest time creating content for? Post your situation in the comments and let's get some ideas flowing. Just remember, no more bad jokes - I’ve butchered enough for the day. Dan “trying to be funny” Martell Don't forget to share this entrepreneurial advice with your friends, so they can learn too: https://youtu.be/yF4Kex8vrHc ===================== ABOUT DAN MARTELL ===================== “You can only keep what you give away.” That’s the mantra that’s shaped Dan Martell from a struggling 20-something business owner in the Canadian Maritimes (which is waaay out east) to a successful startup founder who’s raised more than $3 million in venture funding and exited not one... not two... but three tech businesses: Clarity.fm, Spheric and Flowtown. You can only keep what you give away. That philosophy has led Dan to invest in 33+ early stage startups such as Udemy, Intercom, Unbounce and Foodspotting. It’s also helped him shape the future of Hootsuite as an advisor to the social media tour de force. An activator, a tech geek, an adrenaline junkie and, yes, a romantic (ask his wife Renee), Dan has recently turned his attention to teaching startups a fundamental, little-discussed lesson that directly impacts their growth: how to scale. You’ll find not only incredible insights in every moment of every talk Dan gives - but also highly actionable takeaways that will propel your business forward. Because Dan gives freely of all that he knows. After all, you can only keep what you give away. Get free training videos, invites to private events, and cutting edge business strategies: http://www.danmartell.com/newsletter
Views: 1436 Dan Martell
The user centred design process
 
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The user centred design process is a project approach that puts the user of a site at the centre of its design and development. This guarantees that the site will be easy to use and focuses the designer on providing a better experience for real customer needs. There are 4 stages that include many different tools and techniques to help you along the way. With every business solving a problem at it’s core, the main idea of UCD is to achieve a greater understanding of the problem by including the customer in the design process early and empowering you with various research techniques. Using this information you can propose a solution that is simple to use, understand and have the security that any problems with the design are fixed along the way through constant testing. This is an iterative process meaning that once the process is completed a new cycle can begin using the new data to kick start the process again. The first phase of the UCD is the Research & Analysis section, this is where we try to really understand who we are designing for. I would argue that this is the most important piece of the whole design process because there are various activities here that can really help you during the rest of the project. Creating Personas can bring to life your users and help you understand their tasks better. You can really include some detailed descriptions here using any data that you have gathered on your customers. I really like the website YouGov profiles at today.yougov.com/profileslite here you can type in any brand, person or thing and the system compiles a profile from their stored data on over 150,000 accounts to give you a great description of your user. It’s worth a try as the free data is really good. Asking users questions through surveys can gather some useful information. It’s really useful when customers just tell your their expectations. Survey Monkey is my go-to tool for surveys as they have a great feature where you can select certain demographics and the system will send out your survey and get results for your desired number of participants. This comes at a fee but is well worth it if you work in a company and don’t have any current customers to send the survey to. Another important task during the research phase is to perform interviews with colleagues and stakeholders on the project. This really makes sure that you are meeting all the business requirements and everyone really feels like they are part of the design process from the beginning. I found this a great thing to do at the start of the project to integrate myself into the team and make everyone else feel valued. Once we have a deeper insight into the problems our users are facing we can get going on the ideation phase of the project. This is where we can really have some fun and get creative. But before we actually start sketching page designs it’s really important that we take a look holistically at the entire journey that the customer will go on when using our product or service. Most of the time we are designing within a system and it’s essential to have an understanding of how everything fits together. When we understand the machine we can then design the individual parts with greater precision. Stories have defined our world, they have been with us since early human history and can convey a message that touches our soul. To tell our user's story we are going to use a process called customer journey mapping. This is a technique where we illustrate the entire process we are designing for. How you illustrate this is up to you, it could be simple text or it could be a wonderful colour illustration. I found that the bigger the better. When I was working in a global company we had a large industrial printer and I had the customer journey map printed off about 10 foot long and stuck up on the wall of the office. This really is a great way to get the whole team involved, just watch the printing bill!
Views: 12613 Antony Conboy
Customer Journey Mapping [Webcast] (Spanish)
 
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Durante esta sesión compartimos acerca de Customer Journey Mapping.
Views: 391 MEGA International