Planning to retire experience mapping

I was trained by members of the UX consultancy, Adaptive Path, which was acquired by Capital One.

I arranged for Adaptive Path to host an experience mapping workshop and then spend a day working on a problem-area. Afterwards, I was able to successfully introduce experience mapping and touchpoint inventories to several projects to catalog touchpoints, understand how people navigate experiences and target design efforts at pain points.

Experience Map - Investing
 

Building relationships

Creating an experience map is sometimes more about the activity itself than the final product. A workshop will bring together multiple disciplines to understand a person's journey and all the interactions they encounter along the way. It helps an organization empathize with the people they serve as well as think strategically about where to invest time and energy fixing problems.

I led a project to document the core investing experience that takes into account the commonalities across our different customers, which were led by 3 different product teams. Each of our product teams consisted of people from design, marketing, content strategy, and product. I also consulted with customer service representatives, which were in the same building at the time.

The goal was to use them as a baseline to start design discussions by pinpointing the basic human needs of every investor within a given life stage.

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