Uncovering Moments of Truth: A Hands-On Introduction to Touchpoint Mapping (separate registration is required)
Uncovering Moments of Truth: A Hands-On Introduction to Touchpoint Mapping (separate registration is required)
Monday, January 29 | 8:00AM–11:00AM CT | Galerie 4-5, Second Floor
Session Type:
Additional Fee Program
Delivery Format:
Preconference Workshop
How can you get a comprehensive view of your program or service across multiple user types and dimensions? Touchpoint mapping is a technique that centers on interactions: all the ways (physical, digital, and interpersonal) that people “touch” a particular service or organization and, ultimately, how effective or valuable those are. The result is a powerful tool for organizing and sharing knowledge, identifying gaps or opportunities for engagement, and informing strategic decisions (about assessment/data collection, activity changes, and effort and resource prioritization). With this hands-on workshop, you'll be off and running in no time.
Outcomes: Explore what touchpoint mapping is and how it can be a useful tool for representing a program or service * Learn how touchpoint mapping complements other UX activities and can be a key component of an ongoing iteration and review process * Create your own touchpoint map and identify opportunities for analysis, research, and strategic decision making
Presenters
Jean Cheng
Program Manager, Academic Innovation Studio, University of California, Berkeley
Judy Stern
Service Manager, University of California, Berkeley