Visualising the Customer Experience: A Journey to Success

  • Virpi Rowe, Radtac Ltd ,
  • Stuart Young, Radtac Ltd

The old adage ‘put yourself in your customer’s shoes’ rings as true in the twenty first century as it did when it was first coined, but how well do you know your customers? Far too often an organisation focuses on the business viability and technical feasibility of a business model yet fails to tick the desirability box. The best products, services and solutions can only be designed around the basic needs of your customers.

During this interactive talk we will demonstrate the benefits of Customer Journey Mapping as a powerful tool for teams to visualise a customer experience at every major and minor touch point. We will discuss the benefits of Customer Journey Mapping for identifying gaps and opportunities for new products and capabilities as part of a SAFe implementation. By the end of the talk you will see how this simple tool can be applied to methods of Design Thinking and Agile Ways of Working in a Scaled Environment.

  • Date:Wednesday, June 10
  • Time:11:55 AM - 12:40 PM
  • Session Type:Main Conference Track
  • Learning Objective #1:Learn how to delve deeper into an operational value stream by identifying the key pain points and emotions of customers at every step of the journey.
  • Learning Objective #2:Understand how to transform customer needs into truly desirable customer-centric products, online experiences and services.
  • Learning Objective #3:Learn how Customer Journey Mapping provides opportunities to address the desirability factor of Design Thinking.
  • Talk Level:Intermediate
Virpi Rowe
Radtac Ltd
Stuart Young
Radtac Ltd