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Friday, May 19 • 10:15am - 11:00am
Are You Incorporating Metrics Into Your Journey Maps? Well You Should Be.

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Journey maps are not a new concept. Traditionally, researchers use qualitative insights to tell the story of a customer’s journey to inform design. However, this approach doesn’t always give visibility into the entire picture. That’s where quantitative data comes in.

Analytics and metrics can easily be integrated into the traditional journey map structure, providing additional insight into customer behavior and business impact. By matching the right data with each touchpoint, we can better understand the gravity of pain points, the business impact of new opportunities and how a customer’s experience impacts their overall satisfaction.


Riley Conrath

Lead UX Researcher, Effective
avatar for Jackie Denmark

Jackie Denmark

Lead UX Architect & Data Strategist, Effective
Jackie leads a variety of client engagements where she helps marry experience design principles with user behavior data to help inform her teams' creative solutions. Her passion is in coaching designers in applying data discovery techniques to their workflows and implementing actionable... Read More →

Friday May 19, 2017 10:15am - 11:00am EDT
5-Backbay C/D