The Customer Journey Framework: A Structured Approach for Creating User Empathy and Designing in Complex Customer Experience Environments | VOLLMER

Session Title:
The Customer Journey Framework: A Structured Approach for Creating User Empathy and Designing in Complex Customer Experience Environments
FLORIAN VOLLMER

This session explores the power of designing from a customer journey viewpoint. Designers stand to create more human-centric and integrative solutions by taking a time-based approach of analyzing and designing for experience. The customer journey canvas also serves as an effective communication tool with all project stakeholders. Vollmer will analyze a few real-life customer journeys and go in depth on how to create and use the customer journey framework in the design process.


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