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Design Thinking Workshop: How to Use Customer Journey Mapping

Watch design thinking strategist Natalie Foley conduct a workshop on how yo use customer journey mapping to identify customer preferences and opportunities. It provides a compelling description of unmet needs and helps you identify opportunities for improvement and innovation. Visit our website at http://greenleadersdc.com Connect with GreenLeaders DC: FaceBook:   / greenleadersdc   Twitter:   / greenleadersdc   LinkedIn: https://www.linkedin.com/company/gree... YouTube:    / greenleadersdc   Google Plus: https://plus.google.com/+Greenleaders... Customer experience mapping visually represents the customer’s experience as they interact with your organization, in order to identify key parts of the journey that define their experience and influence the outcome. Create a customer journey map and know how to use it to identify areas for innovation and persona creation. Know when to use the journey map; why it can be beneficial at different stages in your project. Learn how to bring your team and key stakeholders into the customer experience mapping process and how it differs from other tools and how to facilitate its creation About Design Thinking Design thinking is a formal method for practical, creative resolution of problems and creation of solutions, with the intent of an improved future result. In this regard it is a form of solution-based, or solution-focused thinking – starting with a goal (a better future situation) instead of solving a specific problem. By considering both present and future conditions and parameters of the problem, alternative solutions may be explored simultaneously. About Natalie Foley With a background in strategy, technology implementation, and change management, Natalie has led projects for Peer Insight, IBM and PricewaterhouseCoopers in various countries (the most exciting being Afghanistan), functions, and industries. The diversity of her experience is brought to bear throughout the innovation lifecycle, enabling strong exploratory and divergent thinking while maintaining a grasp on the ins and outs of execution. Natalie has worked in both the private and public sectors, with clients such as Allstate, DTE Energy, the World Bank, Kimberly-Clark, the U.S. Agency for International Development (USAID), and the Good Samaritan Society. Natalie serves on the board of the DC Social Innovation Project. She holds an MBA from UVA’s Darden School of Business and a BA in Psychology from The College of William and Mary. About Peer Insight Peer Insight was founded in 2004 to help firms create organic growth. They were inspired by the success of great design in creating innovative products and decided to translate this approach to services. However, they quickly learned that user-centered design wasn’t enough. They expanded their focus to include visualizing and prototyping business models, and have become experts at conducting in-market experiments. Today they focus less on physical design and more on design thinking—which unites designers and managers in the cause of entrepreneurship. Their greatest joy, however, is helping clients create new services that help sustain their organizations and improve the world.