Mapping User Experiences | $725.00
Friday and Saturday, June 23 & 24
UNT’s New College at Frisco
2811 Internet Blvd., Suite 100
Frisco, Texas 75034
Friday’s lecture is from 7:00 to 8:30 pm
Saturday’s workshop is from 9:30 am until 4:30 pm
Mapping User Experiences will help its lecture and workshop participants gain practical knowledge about how to utilize simple-but-effective mapping and diagramming processes to better understand and meet the needs and wants of their customers and audiences. Whether your background is marketing, UX or IX design, IT, engineering/computer science, customer service or product or brand management, learning to broadly identify and then pinpoint the direct and indirect causes of your customers’ experience-based problems is an essential aspect of repairing them, or from preventing their occurrence altogether.
This Night-and-Day course is guided by Jim’s extensive, professionally informed knowledge base about how to effectively employ user experience diagramming to rectify negative, frustrating customer experiences, or “bad experiences-of-use.” Participants will learn to turn particular observations of inconsistent, mediocre, or downright broken customer and user interactions with products and services into useful information to guide strategies and tactics to improve these. Learning key approaches to using data gleaned from diagramming and mapping processes will allow participants to develop and operate customer-based interactions that positively meet the value-based goals and expectations of all participants.
Mapping User Experiences will enable participants to return to their respective work settings knowing how to:
- engage their internal stakeholders with compelling diagrams that visually represent their particular users/customers’ needs
- put your team(s) in a position to see and understand specific experiences through the eyes of their customers/users so that business and product development strategies can be adapted to these
- create and utilize several key types of diagrams and maps, including customer journey maps, experience maps, mental models and service diagrams and blueprints
Jim is a noted author, speaker, and instructor in user experience design, information architecture, and strategy. He is currently the Head of Customer Success with MURAL, a leading online whiteboard for digital collaboration. Previously, Jim has worked with large companies, such as Audi, SONY, Elsevier Science, LexisNexis, Citrix, and eBay, among others. Jim lived in Germany from 1998 until 2013, and co-founded the European Information Architecture conferences and the IA Konferenz series while he was there. Jim plays jazz bass in jam sessions and combos in Jersey City, New Jersey, USA where he has lived since his return to the US in 2013. In 2007 Jim published his first book, Designing Web Navigation (O’Reilly). His second book, Mapping Experiences (O'Reilly) was published in 2015. He blogs at http://www.experiencinginformation.com and tweets at @jimkalbach.