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