Experience mapping - how to get actionable results out of it

experience mapping workshop with liga letina.jpg

Starts at: 7th September 12:40
Duration: 2 h
LocationThe Gallery Hall
Capacity: max 30 people
Registration: opens on September 5th, only for Refresh Conference attendees


User journey mapping is a good tool to walk through the service from user perspective and to see the helicopter view of customer experience. But sometimes it just becomes a visual workshop artefact or document and teams struggle to find a way to make it an actionable tool.
In this workshop Liga will look into ways to make your customer journey map a living customer experience development tool, looking into zoom levels, additional lanes, and user story mapping as an action plan.
She will also share some typical errors and personal lessons learned about mapping customer journeys.
The workshop will be a mix of theory and hands-on experience, targeted to those who are familiar with journey mapping or done it few times before.

Who is it for?

UX designers, product designers, product owners - who are familiar with journey mapping and want to learn how to use this tool even more efficient.

About Liga Letina

Liga is a experienced UX Lead, UX Researcher & designer, with experience working in both agency side and inhouse, lately diving into digital service design, currently leading UX/Digital service design team at If P&C Insurance.
Liga has designed various web and mobile applications for FinTech (insurance & banking & fin-tech startups), telco as well as for government institutions - DNB online banking, Twino, LMT, If Insurance Mobile app, Latvian Company register website and Service design for HIV patients care to name a few.
She is also UX Riga conference founder/curator and passionate to share her learnings about UX and service design with other digital product makers.