March 28-30 hyatt regency crystal city
arlington, va
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Tuesday, March 28, 2017

B101: UX Toolbox: Customer Journey Mapping

10:15 a.m. - 11:00 a.m.
Darlene Fichter, Librarian, University of Saskatchewan Library
Jeff Wisniewski, Associate University Librarian for Communications & Technology, University of Pittsburgh

Think your UX toolbox is full already? Make room for customer/ library user journey mapping. Find out what this method is all about and why it’s so effective in bringing together administrators, stakeholders, and team members to determine priority actions. Customer journey maps show all the touchpoints that a user interacts with to meet a particular need. By mapping the same need by different user segments, you create a compelling visual representation of the issues that need to be addressed. Journey mapping can also be used over time to illustrate what progress is being made toward improving services. Learn how to create a customer journey map that can make a difference in your community.

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