presented by General Assembly

Customer Journey Mapping


Consumer empathy. It’s the key to successful product strategy, design, and marketing. Through it, we find unanswered questions, unmet needs, and idea­ catalyzing behaviors. But building a business, product, or service around a point­-in-­time understanding of your consumer is a strategy destined to fail. To successfully create an offering that dramatically shifts behavior, organically generates habitual engagement, and promotes a profitable viral cycle, we must first understand the consumer journey.

This workshop will teach you a multidisciplinary approach to consumer journey mapping research, design, and implementation. You will leave equipped with the approach and knowledge to successfully employ consumer journey mapping in product design, service design, marketing, and business design.

Students of this mini workshop will learn:

● Where and how to find the necessary data and research inputs to customer journey maps
● Proven consumer journey map design methodologies used for major brands and products
● Foundation of how to implement consumer journey maps as shown by real business case studies

Programming descriptions are generated by participants and do not necessarily reflect the opinions of SXSW.

Primary Entry: Music Badge, Platinum Badge, Music Festival Wristband, Artist Wristband, Film Badge, Interactive Badge, Guest Pass, Film Festival Wristband
Event Type: Networking