Customer Journey Mapping

Customer Journey Mapping - Shared screen with speaker view

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Playback Range -

Rishi Mahalaha

05:39

Hello from SF

Gloria Park (she/her)

05:39

hello from Toronto :)

Renee Larson

05:46

Hello from Dallas!

Voice 21

05:50

Hi from London!

Sarita J

05:53

hello from the UK

Esmeralda Badillo

05:58

Hi, Esmeralda from Houston

kishore

06:05

from Beautiful India

Matthew Lingens

06:08

Hello from London :)

Savannah Worcester

06:24

Much love from Memphis!

Alix Lacotte

06:37

Hello from Paris!

Swain Fuller

06:41

hello from New York City

Pamela Rene

06:54

Thanks and hello from London

Heather Lantz

06:58

Good Morning! Looking forward to the class! Happy Friday!

Metrics for News

07:17

Hi all! Excited for this. Joining from South Bend, IN

Dean James

07:35

Happy Friday All :)

Sarah Harris

07:52

Good morning from New York! Very excited to about this class!!

Sophie Kim

08:08

Good morning!! Joining from San Francisco! Thank you for holding this session!

Amanda Scigaj

08:17

Good Morning everyone, looking forward to the class today

Sophie Kim

08:19

Good morning!! Joining from San Francisco! Thank you for holding this session!

deega

08:34

Morning everyone from London ! Very excited for this session :)

Charlie

08:43

Howdydoodly from Bristol UK

Teresa Murphey

08:44

Good morning from the Blue Ridge mountains!

Nina Grauer

08:48

Hi everyone! Joining from New York and excited to get started

Roshni Shah

08:57

Hello from London!

VPiX®

09:01

Good morning from Monument, CO.

Tom Turner

09:03

Hi All - Tom from sunny NC!

Roshni Shah

09:09

Hello from London!

Alina Trif

09:12

Hi everyone from Romania!

Bryan Edgar

09:18

Hello from Denver!

Nicole Troster

09:19

Hi everyone from Canada

Beth :)

09:31

Awsome. For anyone who wants to connect on Instagram feel free to share your handle @designer.beth

Marina Fish

09:34

Joining from Bellingham (north of Seattle) Washington - Good Morning!

Nicole Troster

09:35

Hi everyone from Canada

Lori Edwards

09:36

What an awesome diverse group of people! Hello from Vancouver, WA!

Jennifer Hill

09:42

Hi everyone from beautiful Lake Hopatcong, NJ!

Will Smith

09:47

Good morning from ATL!

10 - Laura Soler

09:56

Hi hello from France !

Christopher Kim

09:57

Hi everyone from New York

S4N

10:07

Hello from Colombia!

Alyce (Ahlease)

10:12

Hello from sunny Denver, Colorado

Calvin

10:17

Hi everyone! Toronto!

Calvin

10:34

Hi everyone!

Billie Jo McEvers

11:16

I recently watched a bunch of your youTube vids

Tina Hiatt

11:23

Already working in the field

Will Smith

11:25

Blank slate for me.

John Cabral

11:30

Hello, from DC

Taya

11:31

UX? I thought this was Customer Journey Mapping

katrina

11:33

How a UX WRITER can learn more about customers through journey mapping

Mi Nguyen (she/her)

11:35

In the middle of a career switch over to UX!

Will Smith

11:36

:-)

Steph

11:38

Current student in communication design looking to learn more about UI UX

Sarah Harris

11:40

Just started UX bootcamp!

Kawtar Sadry

11:41

I am learning about UX

Gloria Park (she/her)

11:41

in marketing, hoping to learn more about UX and switch over

james lung

11:41

Graphic Designer that wants to transition into UX design

phoenix ehmann

11:42

I just finished a UXDI bootcamp. I want to hear more people talk about the analytical side of UX

Meara Huisman

11:42

Interested in learning more about UX

Helen Terpstra

11:42

I’m a ux designer at Nike in technology

jasminekay

11:42

self-taught UX, background in graphic design and illustration

Taya

11:43

I think I might be confused

Kathryn Wolterman

11:43

I am a consultant who does ERP implementations. I am doing my first journey mapping sessions with my clients next month so hoping to get a foundation here to learn more!

Will Smith

11:46

;-)

Sarah Miller

11:47

Just started UX bootcamp to transition careers

Nina Grauer

11:47

I’m really new and I’m gonna be joining GA’s Dec 7th UX cohort, and I’m trying to get a head start!

Lila S

11:49

I’m a typeface designer who wants to know what journey mapping is.

aanya.u

11:49

Hi from NYC! Working @ a startup, no experience in UX

Zach

11:50

GA UXDI grad: trying to get a job, want to explore service design and am here to learn more about journey mapping

angela

11:51

F&B

sam

11:52

watched your YT vids! thinking about how to transition from education to UX design

Maria Morales

11:52

interest in changing career

Beth :)

11:52

Working in UX

Andrea

11:52

Medical Librarian - doing user research

Monica Vernia

11:53

UX/UI designer, aiming to focus more on UX

Elizabeth Flynn .

11:53

Switching from Digital Marketing to UX

Vanessa Catarina

11:54

Hello from Indonesiaaa

Maggie Iglesias Pena

11:54

Huge fan, love your youtube videos

Taylor Rohwedder

11:55

I’m a UX Writer looking to learn more about customer journey mapping through a writing lens.

Matthew Lingens

11:55

Industrial designer with UX experience, job hunting…

tara

11:55

excited to learn!

Jim Devor

11:56

I'm in the process of a UX program

Jillian Berry

11:59

Currently a product designer in a finch company

Rob Mann

11:59

want to know business relevance of journey mapping

Annie Yu

12:00

Graduated from the UXDI program and im containing to learn UX concepts and skills!

andreamountaine

12:01

Learning UX

Alix Lacotte

12:01

Industrial designer wanting to know a little bit more about UX

lisapoon

12:01

Job searching to get my foot into the UX field…

Daniel F

12:02

Looking to pivot from psychology to UX

Karen Alarcon

12:02

Hi Elize~ Karen from NYC and a recent UXDI graduate!

Arturo Araiza

12:03

Learning about UX to integrate best principles you present into Learning solutions

Christina

12:03

Thinking of UX for a career change - in learning and exploring phase

Ayana Airakan-Mance

12:04

Design professional. Design educator seeking to learn more about UX and processes

Liz

12:07

I'm a digital CD who wants to learn a bit about getting down into the UX weeds.

Jess Baldacchino

12:07

4 years of app design / product ownership and interested in more skills for staying customer-centric

Jacob Etheridge

12:07

About to possibly start a consulting contract for the first time!

Amanda Scigaj

12:08

I’m a former consultant and marketer learning to expand my knowledge and lead customer journey mapping

Teresa Murphey

12:11

didn’t know about the UX, here for customer journey mapping

Rossalvi Marte

12:12

I joined because of Customer Journey Mapping

Jennifer Hill

12:13

I lead our “client solutions” effort (sales) and our product guy likes to lecture me about product design/marketing, so I decided I needed to learn something to help me better understand his perspective. I also want to learn and grow personally in my professional dev

Nelima

12:13

Hello from Kenya!

12:13

Working in digital marketing but wanting to go into UX

Heather Lantz

12:13

New course for me. Currently an educator in skin care field and moving in field education to online and need all kinds of HELP!

Tim Rittenhouse

12:14

UXDI 10 Alumni in DC. Enterprise UX Designer. Recently laid off. Doing freelance web design until I can find my next UX gig.

craig.furlonger

12:14

Developer trying to incorporate UX into my designs.

VPiX®

12:14

I’m founder of VPiX and UX designer. Looking to learn best practices on creating better journey maps for their experiences.

Taya

12:15

Thank you! Is this relevant if I’m here to learn how to use customer data to help my brand?

Amanda Guerricabeitia

12:15

I’ve worked with a few start-up, but Im still transitioning from my previous career

Maya Peng

12:15

Working as UX designer. Expecting to get some practice from other professionals

Billie Jo McEvers

12:17

Internal Corporate Marketing Department: Creative Specialist

Kayla

12:17

Early in my UX career doing work for early stage startups but looking to get a full time job with a bigger company

Tom Turner

12:18

Marketing prof - just learning now to help learn new content to share with my students

Calvin

12:19

Working but wanting to use UX for my work.

Carolyn Josephs

12:19

I am the owner of a small digital marketing agency. I do website design, email marketing and can’t wait to learn what you have to teach

KathrynDingle

12:20

Hey from London! I am a product manager, keen to get more into UX too.

Matt Bigger

12:20

I'm a data analyst/visualizer in a school district trying to build some UX skills to inform how we design our Tableau tools

Lori Edwards

12:23

Product manager looking to understand how to use journey mapping to help my UX team more

12:23

can you do UX without coding

Linh Dang

12:24

I am a recent Graphic Design graduate. Love to learn more about UI UX

Lisa Trager

12:24

Graphic designer taking a UI Certificate course rounding my knowledge.

Brook Stein (PM-US)

12:25

In product management but want to learn more about journey mapping

Florin Zanfir

12:25

I’m also working in the field as a product manager but I want to learn more about this step in building products

Lucy Ye

12:25

do journey mapping in pharma market research and curious how it looks in other contexts, also interested in knowing more about UX

Renee Larson

12:26

We are building a business so want to leverage out of the gate

Annie Karayiannis

12:26

I’m an industrial designer/product manager but wanting to branch out to other areas of design and digital product management

yurik riegel

12:26

hello from Berkeley, CA ux product design

Rishi Mahalaha

12:27

Product Marketing

Susan Hamilton

12:27

Self-taught UX

Stacey Leigh Smith

12:27

Scrum Master learning to broaden my experience

Voice 21

12:27

Really keen to add this extra skill to my toolkit as I work for a charity and we are often asked to wear many hats! We've just started using more online tools due to COVID (I'm a Programmes Manager)

Vanessa Catarina

12:28

Working in UX, but still wanted to know the way to create CJM

Serena Castaneda

12:28

Business Operations

Bryan Edgar

12:29

Learning Strategist, most recently director in L&D

Tanesha Dixon (she/her)

12:29

I work in academic advising in an online program and my students are often dissatisfied customers lol

Kate

12:29

health and wellness project manager

Lex Hade

12:30

Over 5 years as a UX strategist and architect

muideen akorede

12:30

Scrum master

Sarah Kauk

12:30

I work in recruiting and we talk about the candidate journey so I think this will cross-apply for that

Lisa T

12:30

Marketer who wants to strengthen my UX understanding to make my strategies more successful

Connie

12:30

Already a product manager, but not in IT. Interested in learning more about UX and if this direction is right for me.

Katherine

12:30

data scientist

Gould, Rebekah

12:31

digital product manager

Sophie Kim

12:31

I am a UX designer and wanted to learn more details about the user journey map!

Rachel Jennette

12:31

Project Manager from KY and excited to learn from this angle!

Naomi Ribner

12:32

considering a career transition. reinventing myself after several careers (education, art, freelancer)

Freeman, Jennifer

12:32

Hi from Memphis. I'm a Conversion Optimization Advisor

Catherine Thomson

12:33

Project manager, here for the CJM!

Will Sloan

12:33

UX Designer with a startup looking to get some new ideas for journey mapping

Jessie Perkins

12:33

I’m a Sr. Brand Manager and Marketing for small team. We wear a lot of hats.

Sara Santos

12:34

web and graphic designer

Rob Mann

12:34

mgmt consultant

Sarah Whitman

12:34

Copywriter who works with print and digital designers

Faiza Peeran

12:34

User research

t solomon

12:34

web dev

sarah

12:35

hi from London, i thought it was journey mapping too? but happy to join the ride :-)

Dean James

12:36

I hope to make the leap into the world of Product Design, currently manage a Digital Production Team

Nischal

12:36

Self taught designer looking for junior UX/UI/Product design roles

uri

12:36

interested in career switch from interior design

Swain Fuller

12:36

learning. I have no idea about UX field I’m coming from being an Animation Producer

Shannon Christmas

12:37

I am a product management consultant always ready and willing to deepen my knowledge of all relevant competencies.

Lorna

12:39

social entrepreneur

Alesha Dailey

12:40

Product manager looking to learn more about journey mapping so I can best leverage that and support our UX team

vaidy

12:41

Senior Transformation Leader and Agile Coach...trying to learn more about UX

sylvia

12:42

business analyst - want to find out more about journey mapping in UX compared to BA

Shannon Moore

12:42

Taxonomist/Search Analyst

Francis

12:43

Protoyping and storyboarding

Katherine Delorme

12:43

UI/UX Designer original from Frontend Development. Obsorbing as much knowledge on UX as possible….loved the focus on Journey Mapping

James Hokonya

12:44

MBA student

Elisabeth Brinson

12:44

I actually work on the CX / data science side rather than UX for an international software company, interested in finding better ways to document customer journey for leadership.

D'Nai Walker

12:47

Washing DC- Sales---CBD company

Lynnette Dueñas

12:47

Would the journey mapping be a journey ' role or the UX person?

marlenemaes

12:47

Hello, i’m transitioning from digital communications manager to UX design. I did an online course and just want to refresh my nknoledge and know more about CJM

anna

12:49

industrial designer, moving in ux

Maura Derossis

12:50

Hi Elize, I work in B2B sales for an online art marketplace and want to understand more about customer journeys generally.

grace

12:51

Customer Operations and experience

Heather

12:53

Photographer from Michigan

Eva Collins

13:06

UX designer from Seattle

Dalia Debs

13:11

Tech sales person here!

Lynnette Dueñas

13:12

journey owner's *

Joana Duarte

13:12

Transitioning from Web Dev to UX/UI Designer

Alejandro

13:13

ux from Norway

Maria McCarthy

13:14

Illustrator/Designer

Andrea

13:15

I want to understand how to get the data for this map!

13:20

fashion designer

Diana Alayon

13:43

Industrial Designer doing UX Design 2 years ago

Shawn Shimazu

13:51

Hello from Austin, TX! I’m a recent UX GA grad looking for work.

Lisa Nelson

13:52

Hello everyone

Renee Larson

14:17

Yes, love it

Liz

14:18

yes

lisapoon

14:20

YASSSSS! :)

Jenny

14:21

Hello everyone

Emily Bennett

14:22

Yes... daydreaming.

Shauna

14:22

Good Morning! yes

Nicole Troster

14:22

Yes!

Beth :)

14:23

yess

Meara Huisman

14:24

Haha. Yes!

Sarita J

14:25

yes definitely

vaidy

14:26

Yes

Lisa Nelson

14:26

Yes...buying a computer...build it yourself

Alix Lacotte

14:27

Sure!

Amanda Scigaj

14:35

hahah yes - but mostly about furniture

Seema Duhan

14:39

Good morning. everyone

Gould, Rebekah

14:40

yes! furniture!

Naomi Ribner

14:46

interested in how UX might apply to non-profits

Carolyn Josephs

14:57

Yes. Then the fun begins

Liz

15:06

Elize is cutting out for me quite badly - is this me or is anyone else suffering similarly

Gould, Rebekah

15:08

boooo

Nicole Troster

15:08

ughhhh

Renee Larson

15:11

ah that sucks

Katherine Delorme

15:13

Bro I already told you…

Bill G

15:16

I actually worked on this BYL tool 😳

Tanesha Dixon (she/her)

15:17

she literally told them what she wanted

Swain Fuller

15:17

I did that with my Brompton bicycle

Nicole Troster

15:17

yes!!!

Marija's Laptop

15:20

I JUST TOLD YOU :D

Audrey

15:21

She feels unheard

Amanda Scigaj

15:22

poor customer exp

Monica Vernia

15:22

She already made a choice

Meara Huisman

15:23

She already filled it out

Dean James

15:23

Because she has already filled in the info

Joana Duarte

15:23

She spent so much time planning it

Ama Bonsu

15:23

She already told them

Bryan Edgar

15:23

not heard

Lori Edwards

15:24

She already put in all that info

Jessie Perkins

15:24

A quote request that they didn’t read

Lorna

15:25

disconnection of information

Jess Baldacchino

15:25

lol @katherine

Renee Larson

15:25

she already put in the info

james lung

15:26

It is a dis!

Andrea

15:26

She spent the time

Lisa T

15:26

wasted time

tara

15:26

she just answered that

Nicole Troster

15:27

because she took the time to input the information in the first place

Maria McCarthy

15:27

she already chose one

Marina Fish

15:27

Because they didn’t pass on the information

Billie Jo McEvers

15:27

She already filled that out

Kathryn Wolterman

15:28

Audio quality is good for me @ Liz

Will Smith

15:28

She just put that info in the system

Sarita J

15:28

emotional

Will Sloan

15:28

Bc it feels like a step back

Katie Mullen

15:28

She's already told them!

Jiorhan Kasan

15:29

She just told them what she's looking for

Carolyn Josephs

15:29

Yes, because the person wasn’t liistening

phoenix ehmann

15:29

All that work for naught

Katherine Delorme

15:30

She went through a whole process to repeat herself

Alyce (Ahlease)

15:30

she has to start over!

Annie Yu

15:31

Doesn’t feel like shes listened to!

Tina Hiatt

15:31

She already chose her car

Annie Yu

15:32

Vanessa Catarina

15:32

she already picked it

Nina Grauer

15:32

It feels like the car customizer is just a game, they wasted her time

Katie Mullen

15:33

So annoying

Rishi G

15:34

Repeating what she said again

Ayana Airakan-Mance

15:34

Redundant

RYLEY

15:36

because she's spent time on it

Jennifer Hill

15:41

100% and had this exact experience with Lexus. Like they’re wasting my time (that said, I love my current Lexus, so no hate for them)

Anthony Finamore

15:57

Sales. not listening to customer needs.

Marina Fish

15:58

Experienced many times! Dev never talks to sales :)

Erick Allas

15:59

Or when you give the order number but they ask for it still

katrina

16:13

Cell phone companies are the worst with this!

Francis

16:14

She’s upset with the grammar ;)

Maria Morales

16:15

experienced also

Bryan Edgar

16:18

like in Support. punch all of the buttons to get to the right person, but share none of that info with the person

Indigo Whatley

16:20

The same goes for job application, they ask for a resume and then you have to retype it

Vibha Bhagwat

16:21

That's why I went from lexus after 20 years, to Merc!

Naomi Ribner

16:29

every time you forced to go through a long phone tree and enter your account numbers, and other info and after a long time on hold they anser you and ask you all the same info all over again

JMadison

16:48

Doctor’s offices do the same thing with forms 😤

Gould, Rebekah

16:59

omg yes! that’s the worst

katrina

17:06

@Indigo oh man that annoys me so much!

Katherine Delorme

17:19

EXACTLY @Indigo. Or you get contact but the person asking for the resume you submitted

Marina Fish

17:20

Wow, I never thought about what an across the board issue that is…

Asha -

17:22

Is there a recording of this?

Marija's Laptop

18:46

I'm working for a fast-growing tech company with paying B2B enterprise software clients in the US. Our development office in Europe is growing. My current challenge is to design our website to be attractive to both our B2B enterprise software prospects in the US and developers in Europe who we want to hire. I've used CJM before but it was always just one audience. I'm about to start journey mapping for the two audiences, looking for ideas how to merge their needs well.

Susan Hamilton

19:13

Build empathy

Katie Mullen

19:13

Builds empathy

andreamountaine

19:13

More engaging

James Hokonya

19:14

People love stories

Jennifer Hill

19:14

People connect to it more

Renee Larson

19:14

makes it sticky

Vanessa Catarina

19:15

easy to engage

muideen akorede

19:15

memorable

Marina Fish

19:17

Because you can relate to the user

Will Sloan

19:17

Easy to communicate, like a movie

Jacqui

19:17

Shareable within the organization

Kathryn Wolterman

19:17

Audio is fine for me

martine cantrel

19:18

Elisabeth Brinson

19:18

Keeps stakeholders engaged.

leahellis

19:18

People can connect better

Helen Terpstra

19:19

It’s fine for me

Jessie Perkins

19:19

nope

Verna Campbell

19:19

I'm okay

Ama Bonsu

19:19

Its ok

Humpty Calderon

19:19

its memorable

Kelly

19:20

Brings it to life

Will Sloan

19:20

Audio sounds good

D'Nai Walker

19:20

Audrey

19:20

fine for me

Tina Hiatt

19:21

Not for me

Lorna

19:21

relatable narrative

Elisabeth Brinson

19:22

Audio is fine.

Taylor Rohwedder

19:22

audio is fine

Steph

19:22

More engaging and relatable

Daniel F

19:22

draws them in

Will Smith

19:22

Not for me

Alix Lacotte

19:24

audio is good

Brook Stein (PM-US)

19:24

Audio is fine

t solomon

19:24

audio fine

sarah

19:24

audio all good

Nina Grauer

19:24

Accessible and engaging

Serena Castaneda

19:25

Nope audio is fine

Amanda Scigaj

19:26

It uses data to show benefits, not tell

Emily Bennett

19:26

It creates understanding and connection

Susan Hamilton

19:27

Connect with the people and the problem

Mariana Marins

19:27

People are more familiarized with the story format

Jennifer Hill

19:27

They can see themselves in the story

Ayana Airakan-Mance

19:27

They build empathy

Helen Terpstra

19:28

easy to follow

Dayo Idowu

19:28

relatable

Tanesha Dixon (she/her)

19:28

im an educator: everyone loves a good story!

georgemathew

19:29

Easier to digest than a long report

Katlyn Sallai

19:31

Easy to see where the problem is

phoenix ehmann

19:31

Storytelling is analytical visualization is digestable

Marija's Laptop

19:32

You can tell it is a real company, not a scam :D

angela

19:32

word of mouth

Nischal

19:32

can relate more

sam

19:33

no it’s good

vaidy

19:33

Easy to understand

lisapoon

19:35

Easier to follow...

Joana Duarte

19:36

Oldest communications methods were based on storytelling

Florin Zanfir

19:37

Because it sketches the user journey on a map to follow

Seema Duhan

19:38

it is the most primitive form of expression

Katherine Delorme

19:38

People relate to stories and it’s digestible and understandable

Helena M

19:38

makes it personal

ALEXANDRA PANTAZIS *NYC

19:40

Makes people resonate with your story

Diana Alayon

19:41

Story puts you in the shoes of the user

Erick Allas

19:46

Story is what drives people! In anythinng

Elizabeth Flynn .

19:47

The human brain naturally organizes information into narrative

Helen Terpstra

19:50

Some people are visual learners

Marija's Laptop

19:51

My rule of thumb for copywriting is check if you can put in any company name and it still sounds the same

Manuel Franco

19:54

Easily helps align different teams with one goal.

Gould, Rebekah

19:55

important for getting support

Marija's Laptop

20:05

mention what matters and stands out, what speaks to their hearts

Jim Devor

20:09

Kind of garbled on my end

Gould, Rebekah

20:14

also helps writing epics, features, etc

Arturo Araiza

20:26

This would make a great Change Management Tool.

Ranel

21:20

In this context, are "data points" and customer "touch points" the same thing? I.e. Are data points always a touch point.

Rob Mann

21:46

why not link journeys to business and financial impact?

Carolyn Josephs

22:14

Empathy is critical to success

Marija's Laptop

22:33

@Rob you can do that; you can put links to business/financial impact + ownership as another row in your map

Rob Mann

22:41

why not link journeys to business and financial impact?

Metrics for News

23:24

Is it possible to make that map bigger? Text is very small

Naomi Ribner

23:41

agree. it's very small

Marija's Laptop

24:57

https://www.servicedesignshow.com/customer-journey/templates-and-examples/ (number 8 here has an example) @Rob

Susan Hamilton

25:03

I’ve seen customer journey maps that look like a book

Marija's Laptop

25:35

which industry was that, Susan? :)

Carolyn Josephs

25:36

You can take a screen shot of the customer journey map and zoom in on your computer

Juanita Gomez

25:47

Is Journey map part of the Research phase? And User Flow part of the define phase?

Florin Zanfir

26:04

When the journey map should be made?

sylvia

26:07

How do you define/identify the beginning and end of the journey?

Florin Zanfir

26:10

After the user flow?

Cassie Ferreira

26:17

Will this presentation be shared after?

Luisa Gaviria

27:07

Are you sending the recording?

Luisa Gaviria

27:19

I could not take all notes..

JMadison

28:18

Is this based on a single persona?

Amanda Scigaj

28:36

would this be done as ‘current state’ journey, and then ‘ideal state?’

Ama Bonsu

28:39

^^ I believe so

Jacqui

28:59

How do you decide the scope of a journey map (not too big and not too small)?

Marija's Laptop

29:01

Preferably you would have one map per persona

Lori Edwards

29:23

You all may want to ask these questions in the Q&A instead so you can get them answered

Tina Hiatt

30:05

Are you going to send us the slides?

Tanesha Dixon (she/her)

30:38

I just went through this!

Marija's Laptop

30:54

unless it makes more sense to have it intertwined, e.g., if it is a child and parent coming into a school/doctor's office and making a decision together

Marija's Laptop

31:11

I've never made one for more than one persona

Mimi

31:50

Was wondering do we have access to these slides and audio after the webinar?

georgemathew

32:15

How would you distinguish a persona from a journey map?

Metrics for News

32:18

Would a company also have a different journey map for the same customer once she decides to buy the product

Audrey

33:02

it would be an extension of the journey if they wanted to include that (from my understanding)

Esi-June Mittee Adabunu

33:55

What tools could you use to create a really nice customer journey map?

Florin Zanfir

33:59

The area beneath the exclamation mark concludes the needs based on Maslow Pyramid?

N A E (he/him)

34:00

and if you have the resources to do so, and/or there is big risk of not getting stakeholder buy-in

Ericka Dean

34:03

What data is informing the results that are displayed in the journey map? Analytics? Sentiment?

Marija's Laptop

34:30

Persona is the person who does the actions in the journey map (answers the question: who is this?). Journey map explains all the things the Persona goes through (answers the question: what does the Persona do?).

34:48

Does the persona/ journey map based on your own assumption of the customers or you would've done loads of researches before hand?

katrina

35:54

+++Elize, in your experience, what member of the UX team usually owns this project?

Kawtar Sadry

36:32

should UX designer do always both? current and future state maps?

Swain Fuller

36:37

how do you gather customer journey data ?

Bryan Edgar

37:00

I imagine you'd want to present the future journey map to customers to validate their feelings "If we could do this, how would you feel"

Swain Fuller

37:44

how do you gather customer journey data ?

Andrea

39:34

Might you validate an assumption journey map with users?

Rishi Mahalaha

40:01

Any startup people here. Do you primarily do Assumption-first or Research-first?

Katlyn Sallai

40:21

@katrina Im a content specialist in knowledge management, this is something we would handle in our company

Jason Stewart

40:21

I do a mix of both

Humpty Calderon

40:44

hi Richard

Swain Fuller

40:45

research first especially if you have to impress investors

Cindy Hoops

40:48

Startup person here! We started doing end user interviews so we an learn more….very early in that right now.

Marija's Laptop

40:56

@Rishi we do assumption-first and then go out and test it with as simple a prototype as possible

Ellen O'Brien

40:58

what was the name of the book just mentioned?

Steph

41:15

It was nngroup.com - not a book :)

Kieren Messenger

41:23

@Rishi The great thing with Assumption-first is that you can do it without leaving the room, if you don’t yet know who your customers are, for example

Ellen O'Brien

41:39

thank you!

John Akbari

41:42

we started with assumptions, to be more confident and to not annoy impatient New Yorkers (users) in interviews

Humpty Calderon

41:45

Hi Rishi. In the beginning we do assumptions but quickly survey our users to make improvements to products.

Marina Fish

41:46

In my experience, often a startup has a vision, so you can do some of both

Marina Fish

42:01

But usually more assumption first

Ama Bonsu

42:11

Walmart heyy

Tanesha Dixon (she/her)

42:20

Trader Joe

John Akbari

42:27

want to be careful to avoid biases when starting with assumptions.

Catherine Thomson

42:29

Waitrose!

Brent Kulwicki

42:30

Kroger

Serena Castaneda

42:30

Sprouts

Ernesto

42:30

Sprouts :)

lisapoon

42:31

HEB… :)

Metrics for News

42:31

Martins

Calvin

42:31

Loblaws

Karen Alarcon

42:31

Lol that patented “ doo de doo”

Christina Hamilton

42:32

publix

craig.furlonger

42:32

Kroeger

Errol Sidelsky

42:32

Sainsbury’s

Steph

42:33

Asda (its Walmart but UK)

Roxanne Ryan

42:33

Target

deega

42:33

Tesco

Daniel F

42:34

United

Teresa Murphey

42:34

publix

tara

42:34

heb

Brook Stein (PM-US)

42:34

Safeway

Kathryn Wolterman

42:34

Whole Foods, Trader Joes, Ralphs, Vons

Kara Oxendine

42:35

Aldi is most places

Mimi

42:35

Fortinos

Shawn Shimazu

42:35

HEB

Meara Huisman

42:35

Marianos

Lila S

42:35

hyvee

Heather Lantz

42:36

Dierberg's

Marija's Laptop

42:36

You can give users value in exchange for participation, e.g. give a discount off their subscription for the next month

Katherine Delorme

42:36

Florida: Publix, Walmart,

Amanda Scigaj

42:36

Wegmans

Matt Urban

42:36

Aldi

Marina Fish

42:37

costco

Sara Santos

42:37

Auchan

Katlyn Sallai

42:37

Kroger and Publix

Liv

42:37

Coop

Kayla

42:37

Love TJs~

Bryan Edgar

42:37

King Soopers

Catia Pedrosa

42:37

tesco

Christian Sanchez

42:37

HEB

Sarah Miller

42:38

harris teeter

Abby Feinberg (she/her)

42:38

Hannaford

Faiza Peeran

42:38

Tesco

Esi-June Mittee Adabunu

42:38

Asda

Ranel

42:38

Publix

Verna Campbell

42:38

Shoprite

Elisabeth Brinson

42:39

Marks & Spencer

Catia Pedrosa

42:39

asda

deega

42:39

ASDA

Marija's Laptop

42:39

Coles

PRAKASH K

42:40

swiggy

Errol Sidelsky

42:40

London

Seema Duhan

42:40

whole foods, sprouts

craig.furlonger

42:40

I miss Loblaws though...

Helen Terpstra

42:40

New seasons in Oregon

Tanesha Dixon (she/her)

42:40

Publix is amazing!!!

Ayana Airakan-Mance

42:41

Lucky and Trader Joe’s and Safeway

Brent Kulwicki

42:41

Meijer

Katie Mullen

42:41

TESCO, ASDA, MORRISONS in UK

Jessie Perkins

42:42

Fred Meyer

Renee Dunn

42:42

Sprouts

Ángel Cánovas

42:42

mercadona

Dalia Debs

42:43

Stop & Shop

Alix Lacotte

42:43

Monoprix

yurik riegel

42:43

grocery outlet, ha ha

Will Sloan

42:44

Trader Joes = GOAT

Mariana Marins

42:44

Pão de Acucar in Brazil

Carolyn Josephs

42:45

Stop & Shop

shweta

42:45

kroger

S4N

42:45

Jumbo, Éxito, D1

Naomi Ribner

42:45

trader joe's

Maura Derossis

42:45

Waitrose

Shannon Christmas

42:46

Whole Foods

Catia Pedrosa

42:46

Lidl

Frieda

42:46

tesco

Tanesha Dixon (she/her)

42:46

Aldi, Lidl

Taylor Rohwedder

42:47

wegmans

Tone

42:48

Coop, Norway

42:48

Sainsbury's. Yes, in UK

Eve Klopfenstein

42:48

Coop (Switzerland)

Ranel

42:48

The Fresh Market

Gould, Rebekah

42:48

heb

Jiorhan Kasan

42:49

Shoprite, Checkers, Pick n Pay

Marija's Laptop

42:49

Rimi

Carolyn Josephs

42:49

BJ’s

Roxanne Ryan

42:50

Sainsbury and Tesco are in London

phoenix ehmann

42:50

Trader Joes, WholeFodds, Stop and Shop

Monika Hristova

42:51

Tesco

N A E (he/him)

42:52

Marianos/ Kroger

Matt Urban

42:52

Aldi

deega

42:52

MORRISON

Kamaria Hill

42:53

Aldi

Anthony Finamore

42:54

Whole Foods, Aldi

Marija's Laptop

42:55

Stockmann

Shannon Moore

42:55

HEB, Aldi

Errol Sidelsky

42:55

Morrisons

Diana Alayon

42:56

WFM and Fredmeyers

Aaira

42:56

carrefour

Ranel

42:56

Aldi

Ernesto

42:56

Calimax

Lyle Rebello

42:57

SUPERSTORE

Kamaria Hill

42:57

Pete’s Market

Katherine Delorme

42:58

Publix is east and southern part of U.S customer service is TOP

JMadison

42:59

Sprouts

Shannon Christmas

42:59

Wegmans

Nasser

43:00

shoprite

D'Nai Walker

43:02

Alsi

Amber Owens

43:03

Foodland

Saroj Bhattarai

43:04

Big Y

Joana Duarte

43:04

Auchan

uri

43:05

corrados

Bill G

43:05

stop & shop

Carolyn Josephs

43:05

I love Trader Joes!

Charlie

43:06

Greggs

Ranel

43:07

Lucky's Market

Katlyn Sallai

43:07

Publix is the MVP

tpage

43:08

HEB

Catherine Thomson

43:10

'Sanes-berries' = Sainsbury's ;)

Alix Lacotte

43:13

Carrefour

Errol Sidelsky

43:14

Pick N Pay (South Africa)

Esi-June Mittee Adabunu

43:16

Iceland

Rach

43:16

Loblaws in Toronto

Katie Mullen

43:17

Aldi and Lidl

Maggie Iglesias Pena

43:20

TJs!!

Kara Oxendine

43:24

ALDI is in many countries

Catalina Newton

43:24

Aldi & Waitrose

Errol Sidelsky

43:25

Woolworths (South Africa)

Shannon Christmas

43:27

Zabar's

Katherine Delorme

43:27

Aldi

Tanesha Dixon (she/her)

43:27

but also, that's about their user experience, right?

Ayana Airakan-Mance

43:27

Rainbow is my favorite

Francis

43:32

Ahhhh, workshopping time! [cracks knuckles]

Roxanne Ryan

43:39

ALDI is good its in the US but is a German company

sarah

43:39

Greggs, definitely not anything like trader Joes ;-)

Alison Kerr

43:45

I legit worked for Whole Foods

Kara Oxendine

44:22

To optimize the customer process

Shannon Christmas

44:23

To understand the customer's process and identify the problems in the journey. Problems are opportunities.

Ernesto

44:26

Businesses sometimes don't have patience and skip the journey map process. :s

Florin Zanfir

44:31

The “WHY” should be the main question which drives the entire ideation process

Marina Fish

44:37

To identify pain points to work on

Shannon Christmas

44:48

@Florin: I agree.

Ashish

44:56

current state

Marija's Laptop

45:12

merchandizing?

ALEXANDRA PANTAZIS *NYC

45:20

eco system

katrina

45:21

omnichannel

Marija's Laptop

45:23

omnichannel?

Ankit Srivastava

45:24

Omnichannel

Calvin

45:26

Omnichannel

Anthony Finamore

45:39

harmonized retail

Vibha Bhagwat

45:41

Unless there is a reason clearly defined, the research can goes every which way.

Indigo Whatley

45:50

Does service design count?

Florin Zanfir

45:55

Did not heard about this “omnichannel” until now

Katie Mullen

46:14

Should do @Indigo

Vanessa Catarina

46:33

same just knew what omnichannel is

Indigo Whatley

46:33

woohooo!!! Thesis great!

Indigo Whatley

46:41

This is**

Marija's Laptop

47:02

I can relate to this persona :))

Laura Kunigonis

47:14

Hiya all! Here is the link to the GA Survey: ga.co/freefridaysurvey. Please spend 2 minutes filling it out after class and let us know about your experience today!

Elnara Babayeva

47:15

great explanation

Marina Fish

47:26

I read that most people these days approach a company through an omnichannel UX, using a phone first then going in or whatever

anjelicaflorendo

47:49

Fictionalized person!

anjelicaflorendo

47:54

Based on research

Alison Kerr

47:55

was looking personas up as you said that

Laura Kunigonis

48:25

Hiya all! Here is the link to the GA Survey: ga.co/freefridaysurvey . Please spend 2 minutes filling it out after class and let us know about your experience toda

Marija's Laptop

48:37

Marina, Anecdotally I can confirm this

Kara Oxendine

48:39

Group of users with similar characteristics/goals/needs

vaidy

48:42

Do you map Customer Journeys for each personas

Kara Oxendine

49:09

An archetype

Tanesha Dixon (she/her)

49:18

do you usually give personas names?

Tanesha Dixon (she/her)

49:33

ie. Persona 1, or like "Tech Savvy Dudebros"

Ama Bonsu

49:37

nah

Amanda Scigaj

49:37

none

georgemathew

49:39

none

JMadison

49:40

Do personas start with the research pulling them out or with an assumption of what a persona is?

Liz

49:40

zilch

maria

49:43

Ernesto

49:44

too much information.

Aaira

49:46

its hard

Mimi

49:46

Maybe the colours

Catalina Newton

49:49

Nada

Marija's Laptop

49:52

It lacks data interpretation

Marija's Laptop

49:58

yes, the why

Mimi

50:08

would keep me awake

Carolyn Josephs

50:12

It always come back to the why

maria

50:24

Poor graphs nobody empathizes them

Marina Fish

50:42

Assumptions to start but then you might find you have a different audience you were not aware of

Ernesto

51:36

user can be broken down by:geographicDemographicpsychographic &behavioral :)

Florin Zanfir

51:38

The CS dept was the best source of the insights of what our users wanted from our product

Marija's Laptop

51:43

also sales people, they hear a lot of reasons for no

Marina Fish

51:53

Like, I used to make casual games, and we thought they were played by kids and it turned out that the main audience was women 40-70!!!

Marija's Laptop

52:27

was it the women themselves, or was it kids using their phones?

Katie Mullen

52:28

Our frontline staff are incredibly 'in touch' with insight when we compare Customer interviews and staff views

Francis

52:31

Sounds tricky, developing a persona. Assumptions might result in just creating…ourselves

Ama Bonsu

52:56

Onmichanneling

Steph

52:57

Click and collect!

Roxanne Ryan

52:57

because of the long lines

Mimi

53:00

promotions, data

Bryan Edgar

53:01

test whether it holds up for in-store

Katie Mullen

53:01

product bundling

phoenix ehmann

53:03

Because it is still what the customers want

katrina

53:04

Give them opp for recurring order

Vibha Bhagwat

53:04

To improve the omnichannel experience

53:04

opportunity

Nina Grauer

53:05

Because the more online the less on the line

Lori Edwards

53:06

In store might be trying to buy the same things too

JMadison

53:07

Future state

Kawtar Sadry

53:08

habits, food tastes

Francis

53:08

Nice one, Marina Fish. I’ve been thinking about similar things lately

Kayla

53:12

people likely need the same groceries every week

sylvia

53:14

elements of personalization

Liz

53:15

how to drive more people online rather than instore

Nischal

53:21

potential to make the in store experience faster

Sherry C

53:32

Assumption - perhaps ppl who buy in-store buy same grocery each week

Ericka Dean

53:32

Good point @Francis but interviews of actual customers can help qualify the persona

Manika Harikumar

53:35

are we automatically muted? just want to make sure my background noise doesn't disturb the presentation

Francis

53:47

100, Ericka Dean

Carolyn Josephs

53:57

I LOVE the post it notes! It really works

Marija's Laptop

54:19

lots of online posit tools have been emerging this year with covid

Vibha Bhagwat

54:23

Use Miro Boards now for stickies

Aaira

54:27

empathy mapping?

Angel Garcia

54:45

Don’t we start with assumptions and use research to prove our assumptions either right or wrong?

Lori Edwards

54:53

Yes! Post it notes- pro tip!

esther gras

55:17

but if customers are asking where items are often, you might wanna assume they ARENT buying same items each week… cuz otherwise they would already KNOW where the items are kept!

JMadison

56:00

Ideally, how many types of research should you do?

Kara Oxendine

56:15

Repetitive buying example was online, not in store

Carolyn Josephs

56:19

Social Media is great for this information.

katrina

56:29

conversation mining?

Akshatha

56:30

exactly

Marina Fish

56:37

Hear hear

Nischal

56:38

Haha is that ethical tho?

Diana Alayon

57:10

Describe…open question

Carolyn Josephs

57:12

Question #2 is better

Jason

57:14

right side Question

Kara Oxendine

57:15

Alesha Dailey

57:16

Linh Dang

57:17

Describe

dany

57:17

Lex Hade

57:17

Not using leading questions is key

Marija's Laptop

57:18

If we are doing it to do better, why not? Isn't that the dream of each unsatisfied customer, to be taken seriously?

Mimi

57:18

the first is a leading question

Andrea

57:18

describe

Kathryn Wolterman

57:18

Describe how you handle your laundry

Kristen Demaline

57:20

#2, open-ended

Kawtar Sadry

57:20

Jiorhan Kasan

57:21

I think that asking open-ended questions in an interview is better. So the second one

Nina Grauer

57:21

Right

Christina Hamilton

57:21

sharlene_shivaz@shelter.org.uk

57:21

right

Vanessa Catarina

57:22

right one

Carolyn Josephs

57:22

On the right

Kate

57:22

right

james lung

57:23

yes/no question not as good as story answer

Aaira

57:23

left

Shawn Shimazu

57:23

Right

Amanda Scigaj

57:24

re: questions; curious where to begin sometimes

Marina Fish

57:24

Well, it’s all public anyway? Not mining personal conversations, tho FB and G do that for you already

phoenix ehmann

57:25

right

Dalia Debs

57:25

Th one on right

anjelicaflorendo

57:25

right

shweta

57:26

Amanda Guerricabeitia

57:26

the option on the right

andreamountaine

57:26

The one on the right

Kawtar Sadry

57:27

open questions

Juanita Gomez

57:27

Right

Tanesha Dixon (she/her)

57:28

the right, more open ended

Miguel Jiménez

57:28

right

lisapoon

57:28

#2…the right...

Mimi

57:28

second one is better

Marija's Laptop

57:28

right

ALEXANDRA PANTAZIS *NYC

57:29

open ended id best!!!

Katherine Delorme

57:29

right

Joana Duarte

57:30

Right

craig.furlonger

57:30

right

Roxanne Ryan

57:31

I think the repetitive buying is really interesting online is really interesting given long lines?

Amir Hossein

57:31

right

Amanda Scigaj

57:32

on the right

Shawn Shimazu

57:32

Open ended

Manuel Franco

57:32

right

Bridget Dawodu

57:32

Billie Jo McEvers

57:33

open ended #2

Ayana Airakan-Mance

57:34

Rugt

Verna Campbell

57:34

right

vaidy

57:35

right

Ángel Cánovas

57:35

right

shweta

57:35

right

Seema Duhan

57:38

Kara Oxendine

58:01

Leading the answer

Catia Pedrosa

58:01

Creating bias

Amanda Scigaj

58:19

how do you prevent the question being too open - ended or vague?

Vanessa Catarina

58:21

yes, need to gather the pain points or the needs by open ended questions

Billie Jo McEvers

58:25

pretend you’re a lawyer, you can’t lead the answer. lol

Carolyn Josephs

58:30

left

esther gras

58:33

first

anjelicaflorendo

58:34

1st

Kim Scerbinski

58:35

left

phoenix ehmann

58:36

left

Aaira

58:36

left

Ruben McCoy

58:36

Tell me

58:36

1st

Shawn Shimazu

58:37

left

Lorna

58:38

left

Tanesha Dixon (she/her)

58:38

first

Linh Dang

58:39

Tell me

Marija's Laptop

58:39

shweta

58:39

right

ALEXANDRA PANTAZIS *NYC

58:40

Anthony Finamore

58:41

date informed vs data led

Lindsay Sanders

58:41

specific time

deega

58:41

1st

Charlie

58:41

left

Bryan Edgar

58:41

1st

lisapoon

58:42

#1 left

Bridget Dawodu

58:42

Ranel

58:42

first

Vanessa Catarina

58:43

left

Miguel Jiménez

58:43

right

Renee Larson

58:44

first

Diana Alayon

58:45

left

ALEXANDRA PANTAZIS *NYC

58:45

Mimi

58:46

number 1

andreamountaine

58:48

The how

Eva Collins

58:49

Marija's Laptop

58:49

specific is better

Tanesha Dixon (she/her)

58:49

gets to the specifics

Seema Duhan

58:49

Bryan Edgar

58:51

not asking to generalize their life

Ruben McCoy

58:51

Actual experience trumps memory

Verna Campbell

58:52

left

Amanda Guerricabeitia

58:56

left

Sneha

58:57

right

Tanesha Dixon (she/her)

58:58

the right is kinda vague

esther gras

59:07

cuz it helps them talk and give info

Eve Klopfenstein

59:09

left

Ashling Farrell

59:10

For behaviors

Bill Walters

59:10

Don't assume I'm even doing laundry LOL

Kara Oxendine

59:25

Same in job interviews… think of a time you….

Mimi

59:28

assumption made that Lau

Marija's Laptop

59:37

you will try to make an average answer based on all instances

Matt Bigger

59:39

the specific experience is more likely to be something that tied into emotion

Bryan Edgar

59:43

might provide socially acceptable answers

Marija's Laptop

59:50

if you describe just one instance it will be more specific

Mimi

59:55

*Assumption made that laundry services are used

Dalia Debs

59:58

Mmm ramen

Ama Bonsu

01:00:03

ramenn

Catia Pedrosa

01:00:08

You say something but most of the time do another

Carolyn Josephs

01:00:18

You get a better handle on the actual experience

Katie Mullen

01:00:26

Ramen is a thing of beauty!

Carolyn Josephs

01:00:27

With the Tell me question

Kiki Karo

01:00:28

However, you still remembering the specific experience...

Andrea

01:00:32

Can you prompt for a bad experience?

Carolyn Josephs

01:00:34

Left

Vanessa Catarina

01:00:35

right

Ama Bonsu

01:00:36

right

phoenix ehmann

01:00:36

right

Diana Alayon

01:00:37

Right

deega

01:00:37

2nd

Kathryn Wolterman

01:00:38

right

Verna Campbell

01:00:38

right

shweta

01:00:38

right

Amanda Scigaj

01:00:38

right

Seema Duhan

01:00:39

Roxanne Ryan

01:00:39

right

sharlene_shivaz@shelter.org.uk

01:00:40

right

Raquel

01:00:40

right

dany

01:00:40

Bryan Edgar

01:00:40

2nd

Marija's Laptop

01:00:40

right

Catia Pedrosa

01:00:40

right

Juanita Gomez

01:00:41

RIGHT

Kim Scerbinski

01:00:42

right

S4N

01:00:42

2nd

Kara Oxendine

01:00:43

right

Maura Derossis

01:00:43

Alix Lacotte

01:00:43

2nd

Vanessa Catarina

01:00:44

right

Calvin

01:00:44

Rigjt

Marija's Laptop

01:00:44

the left one is framing

Miguel Jiménez

01:00:44

right

Billie Jo McEvers

01:00:45

frustrations

Ruben McCoy

01:00:45

How do you feel

Elisabeth Brinson

01:00:45

Right

Renee Larson

01:00:46

right

Manika Harikumar

01:00:46

left

Florin Zanfir

01:00:46

The one in the right, ofc

Bridget Dawodu

01:00:47

2 open

Ruben McCoy

01:00:47

ALEXANDRA PANTAZIS *NYC

01:00:47

Nina Grauer

01:00:48

right, don’t want to inform feelings

Akshatha

01:00:49

right

Matt Urban

01:00:49

depends on what you are looking for

Steph

01:00:49

craig.furlonger

01:00:49

left

Taya

01:00:50

RIGHT

Angel Garcia

01:00:50

left

andreamountaine

01:00:51

right

lisapoon

01:00:52

Unfortunately I have to go to another mtg. But I look fwd to the recording! :) Thank you for creating this class! I love Elize webinars and look fwd to the next one. :)

csr spinozzi

01:00:52

frustation

Manika Harikumar

01:00:53

left

anjelicaflorendo

01:00:53

Katie Mullen

01:00:53

left

Nischal

01:00:54

Right then left

Mimi

01:00:54

number 2

Amanda Guerricabeitia

01:00:56

right

csr spinozzi

01:00:56

left

Francis

01:00:56

1 is more specific

Kayla

01:00:57

left, you want the pain points

Swain Fuller

01:00:59

left

Aaira

01:00:59

left

Brook Stein (PM-US)

01:00:59

Left is leading

Anais Harvey

01:01:00

Catia Pedrosa

01:01:00

Keep it unbiased

Taya

01:01:00

Don’t push for a biased answer

Shawn Shimazu

01:01:01

left

Eve Klopfenstein

01:01:02

right left is leading

Tanesha Dixon (she/her)

01:01:02

I like both questions actually

Esi-June Mittee Adabunu

01:01:02

right

Niamh Mitchell

01:01:02

left

Diana Alayon

01:01:02

Explore all the feelings associated with that task

Jason Stewart

01:01:03

right

lisapoon

01:01:05

Left?

Dalia Debs

01:01:05

Left is leading

Bryan Edgar

01:01:05

left assumes frustration

Andrea

01:01:07

Priming?

Mimi

01:01:08

emotional versus logic

Annie Karayiannis

01:01:09

left seems leading

Vanessa Catarina

01:01:12

don’t specify the feeling yet

Swain Fuller

01:01:17

more focused on left leading question

Ruben McCoy

01:01:19

You cannot lead by stating an emotion

Ranel

01:01:22

Both? Can you ask 2 and follow up with 1?

Ranel

01:01:36

Everyone gets frustrated so there's always a pain point

Carolyn Josephs

01:01:49

I was going to say the question on the left identifies their pain points

Alix Lacotte

01:02:01

you ask after why this feeling?

Francis

01:02:03

Ah…interesting pt! Picking up things I didn’t expect today

Tanesha Dixon (she/her)

01:02:27

what time of day they grocery shop

Anthony Finamore

01:02:31

how often do you shop ?

JMadison

01:02:36

How often do you go grocery shopping?

Taya

01:02:36

How long do you spend grocery shopping

Alyce (Ahlease)

01:02:38

budget for groceries

Aaira

01:02:38

how often do you go for grocery shopping

Ruben McCoy

01:02:41

How much do you spend?

Kiki Karo

01:02:42

What is your budget?

Diana Alayon

01:02:42

How many times a week you shop?

Amanda Scigaj

01:02:42

do you always stick to your list?

tpage

01:02:43

Tell me about grocery shopping habits

Christine Wong Yap

01:02:43

how many people are you shopping for?

Nina Grauer

01:02:44

Describe your most recent grocery story experience

phoenix ehmann

01:02:44

How do you feel about going to the grocery store

Renee Larson

01:02:44

Tell me about your last grocerty story experience

Manal H. AlJeffrey

01:02:44

what do you like to have for breakfast?

Metrics for News

01:02:45

Do you find everything you need?

Marija's Laptop

01:02:45

how do you feel while shopping?

Lorna

01:02:45

do you have a method for your shop

Steph

01:02:45

How many people do you buy groceries for?

Bridget Dawodu

01:02:49

What time

Lila S

01:02:49

When was the last time you went to the grocery store?

Sarah Kauk

01:02:49

Describe your most recent grocery shopping experience.

Verna Campbell

01:02:49

How often do you shop?

Manika Harikumar

01:02:50

When in the week do you go grocery shoping

Sarah Miller

01:02:51

Do you organize your grocery trips?

Maria Harmer

01:02:52

what is your favortie thing about your shopping experience?

Catia Pedrosa

01:02:53

Could you tell me about your last grocery experience?

Soraya

01:02:53

Do you shop with a list?

Lindsay Willis

01:02:53

do you use a list?

Esmeralda Badillo

01:02:54

Tell me about a time you bought groceries.

vaidy

01:02:55

What is your preferred way to shop grocery

Kayla

01:02:55

describe your last visit to the grocery store

Bridget Dawodu

01:02:55

Do you create a list

Tanesha Dixon (she/her)

01:02:56

how many people are you shopping for

Lorna

01:02:57

do you use a list

Jenny

01:02:57

Do you bulk buy?

JMadison

01:02:57

Where do you prefer to buy your groceries?

Verna Campbell

01:02:58

What's your average budget?

Aaira

01:02:58

what do you buy

Ruben McCoy

01:02:58

How many times a month?

Diana Alayon

01:02:59

What items do you grab first?

Marija's Laptop

01:02:59

Tell me about your last grocery shop visit

uri

01:03:01

do you shop with a list?

Kripa Guha

01:03:01

Do you go alone?

Carolyn Josephs

01:03:02

Everyone is too fast for me. All of the above

Katherine Delorme

01:03:03

how much do you spend on average grocery shopping/ Do you shop with a list or not?

Dalia Debs

01:03:04

Do you browse aisles?

Bridget Dawodu

01:03:05

Do you have a list

yurik riegel

01:03:05

how did you feel about the checkout line last time you were in the store?

vaidy

01:03:06

Preferred Way

Manuel Franco

01:03:06

Teach my how to choose products.

james lung

01:03:07

How do you choose what store to shop at?

Dono

01:03:07

Do you shop on your own or with family?

Anthony Finamore

01:03:08

do you shop with your family?

shweta

01:03:08

What do you prefer- online/in-store

Billie Jo McEvers

01:03:08

What is your first step for shopping?

Ashish

01:03:09

Which way you shop - online, in store or both?

Florin Zanfir

01:03:10

Do you know your budget when shopping?

Bryan Edgar

01:03:10

Targeted or browse shopper

Marina Fish

01:03:11

How many stores do you go to?

angela

01:03:12

how many times in a week do you do your grocery

Indigo Whatley

01:03:13

Who o you shop for?

mandy kehal

01:03:13

how do you feel about grocery shopping?

Ruben McCoy

01:03:13

Who do you go shopping with?

Ranel

01:03:14

How do you select which store to shop at?

jeancannella

01:03:14

What don’t you like about…?

Alix Lacotte

01:03:15

Are you shopping alone?

Billie Jo McEvers

01:03:17

spontaneous or planned?

01:03:17

What are you doing before going to shopping?

Ayana Airakan-Mance

01:03:17

Do you make a list?

Eve Klopfenstein

01:03:18

where did you shop grocery last time?

Lynnette Dueñas

01:03:18

What do you in advance of going grocery shopping?

Madeline Brambilla

01:03:18

Are you the primary grocery shopper for your home?

Marija's Laptop

01:03:19

What's been your best/ experience grocery shopping

deega

01:03:19

How do you feel about food shopping

Kara Oxendine

01:03:20

Depends what information I’m trying to get to/what goals are

Kripa Guha

01:03:20

Do you go with family/friends?

Katherine Delorme

01:03:20

Do you shop with a list or not?

Juanita Gomez

01:03:21

Do you schedule the grocery shopping?

Brook Stein (PM-US)

01:03:22

what is important to you when selecting a grocery store?

Metrics for News

01:03:24

How do you feel about grocery shopping

D'Nai Walker

01:03:24

Do you plan out your grocery purchases with a list/app/coupons?

uri

01:03:24

do you go to multiple stores?

Soraya

01:03:24

Do you go to different stores for different items

Lila S

01:03:24

how close are you to a grocery store

Jess Baldacchino

01:03:25

How often do you shop?

Taya

01:03:26

Describe your ideal grocery market trip!

Alyce (Ahlease)

01:03:27

do you use coupons?

S4N

01:03:29

Do you live with other people? How does the dynamic around shopping work with your family/roommates?

Ruben McCoy

01:03:29

What kind of stores do you go to? And How many?

Alyce (Ahlease)

01:03:30

virtual or real?

Amanda Scigaj

01:03:32

Did you know there was an app

PARMAR_R

01:03:32

When do you shop - day

Zach

01:03:32

What was the most interesting part of your last trip to the store?

Marija's Laptop

01:03:32

best/worst experience ever grocery shopping

Akshay.Tyagi

01:03:32

What do you hate about grocery shopping ?

ALEXANDRA PANTAZIS *NYC

01:03:34

Why do you choose digital over in store?

jeancannella

01:03:35

What do you think about the checkout experience

Francis

01:03:36

What department do you start in?

Diana Alayon

01:03:36

Who does the shopping in your household?

Seema Duhan

01:03:36

Do you care about organic grocery?

Mimi

01:03:36

Online shopping versus in store

Manal H. AlJeffrey

01:03:37

what is your budget for grocery shopping monthly?

Catalina Newton

01:03:38

Do you read the labels?

Angela Kuang

01:03:38

Tell me about the last time you went grocery shopping

Verna Campbell

01:03:39

For what category to you tend to purchase (fruits, Meats)?

Rishi G

01:03:39

Tell me about when you last went shopping?

Soraya

01:03:40

Do specials or sales influence what you buy

Amanda Scigaj

01:03:41

Will you go to one store, or multiple?

shweta

01:03:41

How often do yo shop

Erick Allas

01:03:42

What time of day do you usually shop?

N A E (he/him)

01:03:44

How do you get to/from the grocery store?

Raquel

01:03:45

Do you buy stuff that you didn’t planned to?

D'Nai Walker

01:03:46

Do you shop alone or with others? Kids/Spouse?

susimerhar

01:03:46

How do you plan your meals?

Elnaz

01:03:48

what do you usually take with your self to grocery store?

JMadison

01:03:48

What is your ideal shopping experience?

larson

01:03:50

How do you prepare to go shopping?

Christine Wong Yap

01:03:50

Where do you buy groceries and how do you decide?

Marija's Laptop

01:03:53

Why do you NOT shop online?

Helen Terpstra

01:03:53

Ask open ended questionsFocus on specific instancesHow do you keep track of your grocery list?

Amanda Scigaj

01:03:56

Do you drive or use public transportation to get to the store?

Ruben McCoy

01:03:57

How has that changed during Covid?

Lori Edwards

01:03:58

What brought your to our store today?

Kim Scerbinski

01:04:01

last time you shopped, did you have a meal in mind to make?

Aaira

01:04:02

how do you feel about your shopping experience

angela

01:04:04

what time do you normally do your grocery

Nischal

01:04:06

Do you do anything before or after shopping?

Cindy Hoops

01:04:08

Do you shop for the same people most of the time?

shweta

01:04:08

How do you search for item

Erick Allas

01:04:09

Do you bring a list?

katrina

01:04:10

Well now we have to shop according to the arrows

Bryan Edgar

01:04:11

How often do you find items not on your list by seeing them?

Mimi

01:04:11

shopping list used

Ranel

01:04:12

Do you shop alone?

Anthony Finamore

01:04:14

do you make a list?

andreamountaine

01:04:19

Which products do you like? Why?

Esi-June Mittee Adabunu

01:04:20

When do you shop?

Seema Duhan

01:04:21

Do you make list of grocery item before shopping?

yurik riegel

01:04:22

when you are in a hurry how do you shop quickly

Akshatha

01:04:27

how many bags do you have in hand after shopping

Marija's Laptop

01:04:35

I hope you have a paying customer in grocery sector where you can use these contributions :))

Carolyn Josephs

01:04:40

We know the answers but it’s about applying and using them

Laura Kunigonis

01:04:41

Hiya all! Here is the link to the GA Survey: ga.co/freefridaysurvey

Alex Thurman

01:04:48

How do you get to and from the storE?

Ranel

01:04:57

Do you use any digital tools when you're shoping at our store (not just our app)?

Mimi

01:05:00

price match

Ama Bonsu

01:05:04

Competitor analyzes

Mimi

01:05:06

conveniencr

Ama Bonsu

01:05:15

analysis*

Mimi

01:05:16

*convenience

Ruben McCoy

01:05:17

C-Stores

Bryan Edgar

01:05:20

I get my gluten free stuff over there

ALEXANDRA PANTAZIS *NYC

01:05:22

Competition gives great insights

Ericka Dean

01:05:25

Yes me!

Royce Ng

01:05:26

Can you describe your perfect grocery shopping experience?

angela

01:05:26

comparing

Nischal

01:05:27

thats what I do :)

andreamountaine

01:05:32

They compare prices between grocery stores

Jason

01:05:40

Thanks Elize, jumping over to another workshop but this was great! I loved your energy and enthusiasm!

Marija's Laptop

01:05:43

know who makes most decisions

Ruben McCoy

01:05:45

Targeting

Mimi

01:05:45

personalization

Diana Alayon

01:05:45

To understand all users involved

Brenna Zumbro

01:05:46

Share list

Lila S

01:05:47

they are not the only one making the purchasing decisions

Vanessa Catarina

01:05:49

to compare the experience

Amanda Guerricabeitia

01:05:49

sharing lists with one another

Marija's Laptop

01:05:50

prices and quality

Helena M

01:05:52

age group/ demographic

Raquel

01:05:53

Might have different shopping habits

Carolyn Josephs

01:05:53

Gives you household information

Diana Alayon

01:05:54

Different needs

Amanda Scigaj

01:05:54

They might buy something that the persona might not

Marina Fish

01:05:55

How do you share shopping with household member like lists

Roxanne Ryan

01:05:56

Are they the primary shopper in HH

Ranel

01:05:58

Do you use a shopping list? Who makes it?

Lori Edwards

01:06:03

Might influence what they buy. My husband only buys 1 thing in a store if he has to go to it lol

Kiki Karo

01:06:03

customer demographics

shweta

01:06:05

different habits of shopping for different households

Tom Turner

01:06:08

different practices

Soraya

01:06:09

multiple customers / one household budget

Nina Grauer

01:06:10

Different members might mean different personas

Catherine Thomson

01:06:10

Sorry, I have to leave, but thank you so much. Really engaging!

Ruben McCoy

01:06:23

Key Decision Maker

Rishi G

01:06:24

Only shop for certain items for each person in a household?

Florin Zanfir

01:06:31

Can identify another user persona by finding another persone

Alix Lacotte

01:06:36

You might not buy the same thing than the other person in the household

Anthony Finamore

01:06:36

method of check out , method of payment

Andrea

01:07:37

***Digital alternatives to Post it/Pens?***

Florin Zanfir

01:08:39

@Nina, I thought to the same scenario, GJ

Vibha Bhagwat

01:08:45

Love Miro!

Vanessa Catarina

01:08:49

yess

Eva Collins

01:08:50

Yep

vaidy

01:08:50

yes

Bridget Dawodu

01:08:50

yes

Metrics for News

01:08:50

Just tried it!

georgemathew

01:08:51

Miro is great!

Elnara Babayeva

01:08:51

yes

Renee Larson

01:08:51

yes

Florin Zanfir

01:08:51

Yep

Helen Terpstra

01:08:51

Using it now!

Bryan Edgar

01:08:52

love it

Steph

01:08:52

I use MURAL

Diana Alayon

01:08:52

Yes! Luv it

Serena Castaneda

01:08:52

Yes!

S4N

01:08:53

yessss

Aaira

01:08:53

yup

Manuel Franco

01:08:53

yes

Katie Mullen

01:08:53

LOVE MIRO!!!!

Miguel Jiménez

01:08:55

nice

sharlene_shivaz@shelter.org.uk

01:08:55

yep its great!

Amanda Guerricabeitia

01:08:55

experimented with it

Gerrit Van Voorst

01:08:55

yep

Juanita Gomez

01:08:57

Love Miro

Elnara Babayeva

01:08:57

affinity mapping

Rahul R

01:08:57

yes

Anais Harvey

01:08:58

swan

01:08:58

it's the best

Brent Kulwicki

01:08:58

It’s my fave work tool

S4N

01:09:00

Or freehand at times

Jason Prance

01:09:00

WHIMSICAL

Nina Grauer

01:09:04

No but it looks super cool!

Diana Alayon

01:09:18

Collaboration is super easy with Miro

Florin Zanfir

01:09:18

I’m using it for empathy map, is it great

Shannon Christmas

01:09:21

I love affinity mapping.

Brent Kulwicki

01:09:29

All the templates they have in there ♥️

Carolyn Josephs

01:10:07

Does Miro work with Zoom?

Katie Mullen

01:10:29

YES, just screen share

Saroj Bhattarai

01:10:39

Miro has a broadcast option too

Florin Zanfir

01:10:46

Haha :)

Vibha Bhagwat

01:10:47

Yes, works with Slack

Katie Mullen

01:10:51

it integrates with slack and JIRA

Abby C

01:10:53

Compatible with Teams?

Anna P

01:11:54

Will the recording be shared with us to review later?

Vibha Bhagwat

01:12:12

Preparation is misspelled! :)

Katherine Delorme

01:12:29

Thank you for everything. I have to step out but will catch the ending in the recording. The interactive back and forth with us attendees is greatly appreciated and made me feel involved vs. passively watching.

Sarah Kauk

01:12:42

Is it not important to list the action of "selecting food"

Bryan Edgar

01:12:52

self check?

Guin White

01:12:56

^same

Katie Mullen

01:13:03

Scan and go

Andrea

01:13:06

Do you do this with one person or a group?

Anthony Finamore

01:13:20

how do they pay? Do they check out

Debi Garrod

01:13:24

can help to say WHAT else rather than anything else…

Bryan Edgar

01:13:29

bring your own bags?

Tanesha Dixon (she/her)

01:13:49

between checking out and cooking, you gotta put the groceries away - probably realized you forgot something or should've gotten more/less of something

Katie Mullen

01:13:49

I always forget the bags!

Guin White

01:14:09

Q: when the recording is sent out, will it include the chat messages and Q&A?

Laura Kunigonis

01:14:43

@guin yes, I believe so!

Ruben McCoy

01:14:47

Just Bucketing themes?

Francis

01:15:28

No worries: live demos are a test of one’s mettle, but also audience empathy :)

Sarah Kauk

01:15:28

Typo on section heading "preparation" fyi :)

Ama Bonsu

01:15:53

Lol me with the candy

Vibha Bhagwat

01:16:01

@Guin, you can click on the three dots at the bottom of the chat window, and save the chat.

Guin White

01:16:27

@Vibha, TY! :)

Vibha Bhagwat

01:16:38

NP :)

Carolyn Josephs

01:16:55

Elize, this is some really great information. Thank you!

Diana Alayon

01:17:11

How do you feel about using emojis in customer journey maps to show emotions associated?

georgemathew

01:17:23

^ Yes this is so excellent

Guin White

01:17:52

Agreed, this is good. I'm a student and have never seen an exercise like this, only the finished journey map. I'd love to go into UXR, so this is very beneficial.

Steph

01:17:58

Can you zoom out on miro and pause for a sec so I can screen shot :)

Andrea

01:18:08

****Is this exercise done one user at a time, or in a group?****

Ruben McCoy

01:18:31

People don’t know what you can do

01:18:31

Discover what they want. Just don’t ask them outright.

Jennifer Jaki Johnson

01:18:52

People are expects at their problems not their solutions!

Kayla

01:19:22

an app specific to the store that I can search!!

Bryan Edgar

01:19:26

"get your gravy packets here"

Marija's Laptop

01:19:27

set up sensors in the store, let people plan their trip in your app based on their shopping list

Guin White

01:19:35

LOL!

Florin Zanfir

01:19:35

I don’t agree to listen for the users for solutions, but only to listen to their problems

Marija's Laptop

01:19:41

as in, auto-plan the trip location for them

Andrea

01:19:44

****Is this exercise done one user at a time, or in a group?****

Debi Garrod

01:19:53

how motivate people to invest this time with you

Guin White

01:20:14

@Elize, will you please share your Miro boards and slides???

Katie Mullen

01:20:21

@debi small incentives work well

katrina

01:20:24

Its the worst when you’re in a long line and realize you forgot something. Wouldn’t it be GREAT if a rep cam to the line and asked if anyone forget something that they could run and grab?

Florin Zanfir

01:20:39

Give us all of your micro boards :))

Florin Zanfir

01:20:45

*miro

Carolyn Josephs

01:21:09

Is it okay with you if I take a screenshot of your Miro board?

Ernanda White

01:21:21

Will there be a recording available to us to rewatch?

Kara Oxendine

01:21:50

Yes, they’re sending the recording and presentation slides within a week.

Roxanne Ryan

01:21:52

how do the colors work again?

Kara Oxendine

01:22:02

Color = persona

Carolyn Josephs

01:22:05

Make a copy of the original

Juanita Gomez

01:22:29

Is synthesis part of research or Define?

Aaira

01:22:33

building clusters

Suzy

01:22:53

Is there a way to zoom into the video?

Vibha Bhagwat

01:23:21

@Juanita Miro can be used for both research findings as well as brainstorming.

Nina Grauer

01:23:29

Would the output be considered a persona?

Joana Duarte

01:23:55

Unfortunately I need to leave - I am really enjoying this though. would I be able to get access to this workshop material anywhere?

katrina

01:24:10

can we fix the parking situation?

Bryan Edgar

01:24:20

what is an affinity map?

Joana Duarte

01:24:52

Ah cool - thank you! :). And thank you for showing us all this - its really complete and comprehensive

Marija's Laptop

01:24:59

affinity map groups ideas into collections based on similarities (affinity)

martine cantrel

01:25:08

Affinity is when you regroup by categories

Vibha Bhagwat

01:25:16

@Bryan the categorization of all responses into different similar topics.

katrina

01:25:21

maybe the app can show parking situation

Renee Larson

01:25:23

use app to find open spot or see how full the parking lot is before going

Amanda Scigaj

01:25:30

Painpoint of looking for items: kiosks in store where you can search for it yourself

katrina

01:25:33

Hah exactly!

Lisa T

01:25:43

Product locator app

tara

01:25:43

yes!

Annie Yu

01:25:50

Busiest times in the app

Jess Marriott

01:25:51

Option to reserve spot before you go

Ranel

01:25:57

Create a shareable shopping list for husband / wife / partners to add to list, track list in real time, so if she's in store and he's at home he can add stuff she / he forgot

Guin White

01:25:58

App could access web cams in the parking lot - you can see what's available birds eye view

Mimi

01:25:59

parking assignment

Jess Baldacchino

01:26:00

Would faster in-store experience create higher turn over for parking spots?

Roxanne Ryan

01:26:00

reserve parking through the app

Raquel

01:26:03

Offering some perks for people to shop after 8

JMadison

01:26:05

Short-term parking spots

Marija's Laptop

01:26:12

In Australia we have sensors in shopping mall parking showing where a free spot is, how many, green/red sensor

Bryan Edgar

01:26:12

Is the "Synthesize Research" visual she showed an example of an affinity map?

Lily Higgins

01:26:12

you get a small discount if you come by bike or by foot

deega

01:26:14

having a limited time on parking

Kiki Karo

01:26:14

free home delivery

Alex Thurman

01:26:14

Drive thru shopping

Gerrit Van Voorst

01:26:16

monitoring lot for use of people not shopping at the store

Anais Harvey

01:26:19

busy time like yelp

Carolyn Josephs

01:26:21

Have an interactive map on what parking spots are available. It needs to update in real time

Aaira

01:26:22

a sign telling about the parking situation

Lisa T

01:26:33

reserved parking spots for "customer of the week" as a loyalty play for best customers

Catalina Newton

01:26:34

Go on your bike!

01:26:35

Is the CJM exercise the time when solutions are developed? How is that part of the customer’s journey? Thanks!

Vibha Bhagwat

01:26:35

@Bryan, yes, you got it! :)

Ruben McCoy

01:26:41

Product availability at this store function

Nina Grauer

01:26:42

Ability to reserve parking if you join the store’s loyalty program? Kinda like stop & shop’s scanners for people with the member card

Bryan Edgar

01:26:46

Thanks!

Guin White

01:26:47

option for paid valet parking?

katrina

01:26:52

If shoppers could make grocery list in app, then the app could easily track their usually items and tell these where it is located in the store

Lynnette Dueñas

01:26:54

I loooove that function!

Tanesha Dixon (she/her)

01:26:54

I love target's app for this!

Katlyn Sallai

01:26:57

Bless target

JMadison

01:26:58

It’s a great app!

Jess Baldacchino

01:26:59

nearby businesses not using parking at that time? (ex: a church or school lot)

Debi Garrod

01:27:02

discount with uber / motivate to cycle

Lynnette Dueñas

01:27:08

So does Wegmans!

Tanesha Dixon (she/her)

01:27:12

i think Walmart's app does this too, but not as accurately

Ernanda White

01:27:13

Competitive Pricing , coupons discounts?

JMadison

01:27:20

reserved parking spot decals?

Anais Harvey

01:27:25

yes it's great when the aisle is accurate lol

John Akbari

01:27:26

and order the shopping list by location, so I can just walk through and pick things up without running back and forth

PARMAR_R

01:27:38

Be able to reserve a spot via app

Ranel

01:27:43

Contactless checkout via app: scan product and pay automatically, no need to stop at checkout

Tanesha Dixon (she/her)

01:27:45

@john id love that!

Vibha Bhagwat

01:27:47

Crowdsource parking info -or clickers to see how busy?

Nina Grauer

01:27:48

Maybe like a GPS-thingy that takes you on the most efficient route through the store?

T.Masukume

01:27:52

Drive through click and collect slot with allocated parking space for fixed time.

Mimi

01:27:52

I know parking and product placement is correlated

Carolyn Josephs

01:27:57

Many stores offer shopping online and they will bring your groceries to your car when you get to the store. You just need to log into the app and let them know you’re there. BJ’s does this at least in NY

Ama Bonsu

01:28:04

Pick up opporunity

Lisa T

01:28:05

Curbside pickup for those who don't want to park/shop

Ama Bonsu

01:28:08

To avoid parking

Debi Garrod

01:28:11

work out when the designated parking spots eg with kids is not used so much and make them flexibe

Mimi

01:28:12

If you can't find it, you take longer

Steph

01:28:25

I like the idea of short term parking spaces, so you know that one of those space will become free within 20 mins

Tanesha Dixon (she/her)

01:28:27

so the GPS option is awesome for the user, but i think stores rely on people wandering through a store to pick up more stuff they may or may not need

Ernanda White

01:28:30

Competitive Pricing of products in area , coupons discounts?

yurik riegel

01:28:33

kiosk that shows number of parking spaces

Carolyn Josephs

01:28:34

A lot of stores have curbside ickup

Amanda Scigaj

01:28:37

@John I love that idea - I hate doing laps in the store

Nischal

01:28:38

Is redesigning the parking space too far fetched?

Anais Harvey

01:28:39

i love curbside delivery and pickup is convenient

Alex Thurman

01:28:50

Pay for a premium customer account that includes access to more parking

Jess Baldacchino

01:28:53

Why is it difficult to find parking? Does this user have a special need (maternity, but not officially qualified for a handicap sticker)?

Carolyn Josephs

01:28:56

Sometimes you can’t get the same sales online as in the store

Mimi

01:29:01

Pre-covid I would have suggested ridesharing

Nina Grauer

01:29:02

Incentivize quick shopping by offering discounts if you’re on line by a certain time?

Florin Zanfir

01:29:04

Insights about real-time parking availability

Ashish

01:29:10

Would interviewing few people to gain insights good enough or would you follow up the pain points with survey to get a bigger picture to confirm the hypothesis?

Lori Edwards

01:29:32

Need a fast pass like Disney land

Ranel

01:29:37

Scan and pay with app as you go, no need to checkout

Vanessa Gregson

01:29:39

highlighting other ways to get to the store that don't require parking. Like secure bike storage for bikes and cargo bikes

Luisa Gaviria

01:29:41

Assigned special container by store to pick up orders that is not in the regular parking

Laura Kunigonis

01:29:47

Hiya all! Here is the link to the GA Survey: ga.co/freefridaysurvey

Nina Grauer

01:29:47

They have the happy hour thing

Kathryn Wolterman

01:29:55

Coffee Bean and Tea Leaf also does happy hrs on Thursdays

Lisa T

01:29:58

"sip and shop" happy hour to encourage people to shop during quiet times

Rob Mann

01:30:05

great ideas. how do value the impact and costs?

jeancannella

01:30:06

What if I am in a wheelchair or blind? What’s the experience then? How about if I take mass transit to the store?

Christine Wong Yap

01:30:07

or the parking lot costs more after 30min

Mimi

01:30:22

More kiosks for paying without an attendant

Tom Turner

01:30:23

post-covid - valet parking

jeancannella

01:30:25

Anyone considering accessibility?

Ernanda White

01:30:45

Name your own price on slow selling items-

Carolyn Josephs

01:30:45

Really great information!

Soraya

01:30:50

Free delivery if you take public transportation to store

Bill Walters

01:30:54

Alert customers they can park next door at the church everyday except Sunday

katrina

01:31:00

whole foods should have fruit next to the registers (or healthy items) not candy if they really wanted to be true to their “wholesome” brand

Jasmine Albarghsh

01:31:01

Store provides self scanners, that let's you scan your groceries as you go

Madeline Brambilla

01:31:11

Suggest items previously purchased

martine cantrel

01:31:14

An app your phone to scan barcode to avoid line.

Amanda Scigaj

01:31:21

The list can import into the app

Kara Oxendine

01:31:25

Something in app that can map out the optimal grocery in-store route to get groceries the most quickly

Roxanne Ryan

01:31:29

can create an app that repopulates

Kim Scerbinski

01:31:30

subscription service for regular items

Helen Terpstra

01:31:30

Convert lists to online shopping cart so checkout is easier

Jess Baldacchino

01:31:36

app prepopulates items

tara

01:31:36

mobile app with shoppers ‘list’

Matt Urban

01:31:37

go shopping for her

Erica Smith

01:31:38

Subscribe and save, similar to the Amazon feature

Maya Peng

01:31:39

Smart shopping list

Lorna

01:31:39

regular list subscription

Carolyn Josephs

01:31:40

I have to go. I have another meeting. Thank you. I look forward to receiving the replay. Everyone, please stay safe and Happy Thanksgiving

Tanesha Dixon (she/her)

01:31:40

the app can suggest related items?

Anais Harvey

01:31:40

alexa app use suggestions

Roxanne Ryan

01:31:41

Instacart does this

Alex Thurman

01:31:42

Autofill / recommendations

Madeline Brambilla

01:31:44

Suggest items previously purchased

Annie Yu

01:31:44

Repeat items list

JMadison

01:31:48

Start with past lists already set up

Aaira

01:31:51

auto fetch the previous list

deega

01:31:52

order again option

Lori Edwards

01:31:52

Give them list of commonly purchased items or previously purchased

Ranel

01:31:52

Voice in instead of type in your list

Diana Alayon

01:31:53

Save the shopping list and suggest it for next time, with a reminder of when the next shopping will be

Elnaz

01:31:54

previous order list

Katie Mullen

01:31:54

scan receipt for collection

Amanda Scigaj

01:31:55

notification when a frequent item is on sale

james lung

01:31:55

Move items automatically above what may be alphabetical

katrina

01:31:59

Discounts on frequently purchased items

Tanesha Dixon (she/her)

01:31:59

ie of you add marinara sauce to your list, the app may suggest pasta, onions, peppers, garlic bread?

Ruben McCoy

01:32:00

Scan receipts

andreamountaine

01:32:01

tick boxes

Laura Kunigonis

01:32:03

A grocery list per recipe that links items together

ALEXANDRA PANTAZIS *NYC

01:32:04

One tap ADD for regular items

Gerrit Van Voorst

01:32:05

include instore location with in app shopping list

Mimi

01:32:07

using an app, you could track how long it takes for someone to finish a certain product and add it to their shopping list

Jess Baldacchino

01:32:08

convert past receipt to a new list

Nina Grauer

01:32:15

Offer discounts for subscriptions (sorta like Chewy’s service)

Royce Ng

01:32:17

Based on shopper preferences, such as ‘healthy options’. App will push / recommend healthy products. Highlight those on promotion/sales

Sar

01:32:19

click and collect

Ruben McCoy

01:32:24

Scan receipts, capture SKUs

Morgan

01:32:28

Use AI to create a list based on items she rebuys

Ranel

01:32:30

Voice to list instead of typing list

Lauren

01:32:38

There could be a map of the store on the app to show where the items are in the store for a quicker shopping route

Amanda Scigaj

01:32:42

Instacart does this, but if something is out of stock, app suggests similar items in stock

Bryan Edgar

01:32:46

Use purchase history to suggest usual items, but sprinkle in with other alternatives so as not to creep them out

Metrics for News

01:32:54

Suggest meal plans based on what she ordered before so her groceries and meal planning is done at once

Guin White

01:32:55

clip coupons for items on list automatically

yurik riegel

01:33:04

list specials in her list to get her excited

T.Masukume

01:33:09

Interactive list that prioritises/prompts you to collect items based on location within store

Ruben McCoy

01:33:13

Different family generations usually have a lot of shopping brands that overlap

Lisa T

01:33:14

Shoppable recipes - choose meals and it auto-fills a shopping list

Christine Wong Yap

01:33:16

hybrid personal shopper/in-person model (you make a window, they prep your cart

Elnaz

01:33:23

recommended list

katrina

01:33:24

free chocolate!

JMadison

01:33:41

reserved personal shoppers

Ernanda White

01:33:42

Yes love TJs!

Elnaz

01:33:44

Recommended list

Guin White

01:33:45

suggest recipes for items on list, if user likes recipe suggest adding all recipe ingredients to cart/list

tara

01:33:46

suggested items from last shopping experiences…was that mentioned?

Shannon Christmas

01:33:47

I love samples at the market.

Mimi

01:33:47

Add related recipes to list of groceries you buy

katrina

01:33:48

TJ’s would pass out chocolate during holidays when there are long lines

Royce Ng

01:33:48

Voice enable search. their hands may be full!

Diana Alayon

01:33:54

Have her/his groceries pre-packed for when they come in store

ALEXANDRA PANTAZIS *NYC

01:33:56

Hitting Trader Joes!

Guin White

01:33:59

oooo pretty

Ashish

01:34:07

valet checkout :) for in store long queues while customers wait in their cafe

georgemathew

01:34:09

What’s step 7 again?

Morgan

01:34:09

I love the free trader Joes coffee !

Guin White

01:34:44

I haven't shopped in store since March...no free coffee for me :(

tara

01:34:48

#7…Brainstorming Options w/ Team

georgemathew

01:34:54

^ thank you!

Ama Bonsu

01:34:57

This was so great ! Sad I have to leave early but thank u so much for teaching us today :))

Diana Alayon

01:35:04

Question, how developers contribute with the user journey map, specially when spotting opportunities for improvement?

Paula K

01:35:09

I have to leave - thanks so much!

Guin White

01:35:58

Nice...is that a template we can access?

S4N

01:36:21

Awesomeeee!!!

Diana Alayon

01:36:44

Miro comes with templates too, for free

Jim Devor

01:36:54

Adobe X what?

Helen Terpstra

01:36:56

Lots of that in Miro too!

Aaira

01:36:58

Wowed

yurik riegel

01:37:11

your audio got all messed up

Reka Tokoli

01:37:20

what tool is this, pls?

Lori Edwards

01:37:31

adobe XD

Francis

01:37:34

Whiteboard, Plugin in XD, Reka

Kara Oxendine

01:37:46

This is amazing! I didn’t realize XD had all this. Will make my presentations much more streamlined!

larson

01:37:46

Is this a pretty standard layout outside of XD?

Ruben McCoy

01:37:47

She said Adobe Whiteboard XD

Ericka Dean

01:37:52

Does this auto populate from Miro or are you manually transferring info?

Reka Tokoli

01:37:52

thanks

Catia Pedrosa

01:37:56

Love that too

Guin White

01:38:05

FYI, all Adobe Max 2020 sessions are free - tons for AdobeXD https://www.adobe.com/max/2020/sessions.html

Tanesha Dixon (she/her)

01:38:09

once this is all created - who do you share this with?

Angel Garcia

01:39:13

Thanks;

Ruben McCoy

01:39:14

QUESTION: Do you ever include Marketing / Advertising as part of this Journey?

Guin White

01:39:25

^good question

martine cantrel

01:39:26

One of you has their microphone on. This create a noise for Elize.

larson

01:39:26

+1 Ruben, I have the same question

Helen Terpstra

01:39:34

do these maps also work well in the enterprise ux design?

Seema Duhan

01:39:35

Thank you

Liz

01:39:38

how does this information help us communicate with developers?

Elnara Babayeva

01:39:40

how we can get recording of this journey mapping?

Nataliia

01:39:55

Done already!!!

Seema Duhan

01:39:56

CAn we get this powerpoint?

Sherry C

01:39:57

Thanks Elize!

Amanda Scigaj

01:39:59

I can say that from experience in Marketing, I have gotten marketing involved when the ‘customer’ is internal - I worked in Marketing Ops and ran something like this for campaign design

Mihai D

01:40:01

Thank you and have a nice evening.

Roxanne Ryan

01:40:02

It's over... this was great..I can't believe its free

Amanda Guerricabeitia

01:40:03

awesome thank you!

Shannon Christmas

01:40:07

I would love to connect with everyone on LinkedIn: https://www.linkedin.com/in/shannonchristmas

Rex Fukuchi

01:40:07

thanks elize!

Christina Wang

01:40:08

Thank you!

Laura Kunigonis

01:40:11

ga.co/freefridaysurvey

Diana Alayon

01:40:11

Thank you Elize, great workshop!

Lorna

01:40:12

wonderful wonderful training, thank you

John Akbari

01:40:12

amazing Elize!

Seema Duhan

01:40:14

Thank you

Theodora Amissah (she/her)

01:40:15

Thank you, I’ll be at the next one! I learned so much

anjelicaflorendo

01:40:17

Amazing!

Samat

01:40:18

Thank you!

anjelicaflorendo

01:40:18

Thank you!

Kawtar Sadry

01:40:18

such an amazing presentation! Thank you Elize!

Aman

01:40:20

Thank you!

Monika Hristova

01:40:21

thank you, that was an amazing session!

Alix Lacotte

01:40:22

Thank you!

Renee Larson

01:40:22

Thank you!

phoenix ehmann

01:40:23

You made me love UX even more. Thank you

sam

01:40:23

how do you sign up for the mentoring

Marina Fish

01:40:23

Thank you so much for your valuable time.

Dean James

01:40:25

Thanks :)

Maura Derossis

01:40:26

Thanks so much, really useful

sharlene_shivaz@shelter.org.uk

01:40:28

thank you so much! a great session :)

mandy kehal

01:40:31

thank you so much!

Christine Wong Yap

01:40:32

Thank you!

Joni Alvarez

01:40:33

Thank you! Excellent content!

Lauren

01:40:38

Thank you, Elize!

Ángel Cánovas

01:40:41

Thank you! Ciao

Luisa Gaviria

01:40:44

pls contact information

Mohd Hafez Osman

01:40:44

thanks fyi

Sara Santos

01:40:45

I’m doing the workshop on wednesday

Meara Huisman

01:40:45

Thank you! you are a great teacher!!

Serena Castaneda

01:40:49

This was great! Thank you!

01:40:51

Great exercise, Elize!

Ericka Dean

01:40:52

This was awesome and very engaging chat too! Looking forward to the User Research Methods workshop!

Jay Ashford

01:40:53

Thank you! Very worthwhile

Anais Harvey

01:40:57

thank you

Miguel Jiménez

01:40:57

Thank you

Anish T

01:40:57

Thank you

Danelia Argueta

01:40:58

This was great! Thank you. I would love to connect as well with everyone. Here's my LinkedIn: www.LinkedIn.com/in/daneliaargueta

Aaira

01:41:04

What is the next workshop about?

Kara Oxendine

01:41:07

Love your dream catcher.

yurik riegel

01:41:08

can you briefly go over some of the other commonly used journey map systems?

jasminekay

01:41:10

is there a survey for this workshop?

01:41:10

Please, display your contact info slide again, please

Melissa

01:41:37

This was such great information!! Thank you for your time, Elize!

Tom Turner

01:41:41

thank you Elize - great energy!

martine cantrel

01:41:55

OK the noise come from the earring bumping into the AirPods.

Luisa Gaviria

01:41:58

any one got contact info? I have to leave

01:42:01

Yes, great energy!

Metrics for News

01:42:08

Thank you for this informative and helpful session! I will be using this next week for a team meeting!

Gerrit Van Voorst

01:42:13

Thank you, this was great.

georgemathew

01:42:17

How many customer personas does a company with many different segments have to tackle? Do you get more granular with multiple personas? High level (3-4) vs. multiple customer segments that are more granular (10-20)?

Jim Devor

01:42:26

Did I miss where the next workshop is linked?

martine cantrel

01:42:37

Twist the AirPods to the front toward you mouth

martine cantrel

01:42:43

Great class thank you.

Guin White

01:42:46

Question: your website is amazing! Curious what platform used to design it?

Danielle

01:42:57

Thanks Elize - really good session and you're very engaging. Could you share the deck please? Thanks

Elize

01:43:04

https://generalassemb.ly/education/user-research-methods/online/163304?utm_source=Elize-Todd&utm_medium=affiliate-ntf-local&utm_campaign=holiday-2020&utm_content=teamthree

Nataliia

01:43:10

https://generalassemb.ly/education/user-research-methods/online/163304?utm_campaign=cwe_confirmation&utm_content=instance_confirmation_email&utm_medium=ga_email&utm_name=instance_confirmation_email&utm_source=core_cwe

Elnara Babayeva

01:43:10

recording!

Elnara Babayeva

01:43:12

Elize

01:43:19

elize@elizeux.com

Reka Tokoli

01:43:28

Great idea Shannon, let's connect with you guys on LinkedIn: https://www.linkedin.com/in/rekatokoli

Ernanda White

01:43:32

Amazing! Would love to connect collabo and coffee! https://www.linkedin.com/in/ernanda-white Like, Join and Follow us on Facebook https://www.facebook.com/BlackGirlsDrone

Lisa T

01:43:32

Can you talk about how one might take a customer journey and translate it into individual user flows?

Nina Grauer

01:43:34

https://www.linkedin.com/in/nina-grauer-3b3021115/ I’d love to connect with everyone too!

Aline Blanco

01:44:00

Excellent content! Thank you for your time!

Bridget Dawodu

01:44:04

To validate ROI

Adeel Sadiq

01:44:22

Love to connect https://www.linkedin.com/in/adeelsadiq/

Amanda Scigaj

01:44:29

How do you encourage conversation/interaction with participants who isn’t really engaging? For example, when you involve sales or marketing in the mapping.

Guin White

01:44:33

Thank you so much! Awesome session. Gotta run. See you next week.

anjelicaflorendo

01:44:42

http://linkedin.com/in/anjelicaflorendo

Anthony Finamore

01:44:51

thank you Elise. Great Session! Happy Thanksgiving!

Lori Edwards

01:45:00

Happy to connect with others too! https://www.linkedin.com/in/lori-a-edwards/

larson

01:45:00

Thanks so much for this informative session!

Nataliia

01:45:09

Let’s connect https://www.linkedin.com/in/nataliia-myrgorodska/

01:45:27

Yes, love to connect - talk shop, mentor UXD, startup founders, too. I advise orgs on innovation and human-centered design. Linkedin.com/in/fourhewes.

Theodora Amissah (she/her)

01:45:48

thank you also to Matthew who was holding it down in the Q&A!

Liv

01:45:58

Great webinar! Thank you so much, Elizé

Joni Alvarez

01:46:03

Would love to connect with all of you, too. www.linkedin.com/in/jonialvarez-mshc

Marija's Laptop

01:46:08

https://www.linkedin.com/in/marijaodineca/

Swain Fuller

01:46:14

could it be applied to film productions?

Kimberley Schwenk

01:46:17

All about improving the customer experience: https://www.linkedin.com/in/schwenkgeo/

10 - Laura Soler

01:46:23

Thank you so much, it was very instructive

Meeta Shah

01:47:04

Elize would you share you LinkedIn contact

Reka Tokoli

01:47:06

Thank you so much, so informative and fun!

Amir Hossein

01:47:14

https://www.linkedin.com/in/amir-hossein-ajami/let's connect guys

Calvin

01:47:28

I work in Product for the Financial Service based in Toronto. Would love to connect with you guys on LinkedIn

Calvin

01:47:29

www.linkedin.com/in/calvinjlzhai

Vanessa Catarina

01:47:34

love to connect too https://www.linkedin.com/in/vanessa-catarina/

Mimi

01:47:49

Any advice for someone starting out?

maria

01:48:26

Thanks a lot for the workshop and for the energy! :D

Amanda Scigaj

01:48:49

hahah! Thank you for the honest feedback

Ruben McCoy

01:49:04

Thanks, Elize! Really appreciate this class and your positive energy. Happy Friday!

Mehak Rajkhokar

01:49:06

Love to connect with you all!

Katlyn Sallai

01:49:07

Im a content specialist with Postmates and would love to connect with y’all! https://www.linkedin.com/in/katlyn-sallai-9a92b565/

Mehak Rajkhokar

01:49:08

https://www.linkedin.com/in/mehak-rajkhokar-73117a118/

ALEXANDRA PANTAZIS *NYC

01:49:09

Hello all! Sr Marketing Proj Mgr and Strategist in NY exploring UX. Feel free to connect. **Mention Elize's GA UX workshop* https://www.linkedin.com/in/alexandrapantazis

Jason Stewart

01:49:14

Thank you!!

Bridget Dawodu

01:49:15

Thank you, very good and ueful

Nasser

01:49:22

where is the invite for the mentorship

Tanesha Dixon (she/her)

01:49:24

Elize, I'm DMed you on IG about the group mentoring next week!

ALEXANDRA PANTAZIS *NYC

01:49:26

Excellent workshop Elize!

Verna Campbell

01:49:29

Thank You

Laura Kunigonis

01:49:36

ga.co/freefridaysurvey

Eva Collins

01:49:36

https://www.linkedin.com/in/evalorraine/

Francis

01:49:38

Picked up some great stuff today. Whiteboard plugin! Miro! Straight up good thought processes. Thank you

Vanessa Catarina

01:49:40

This session and your energy is really great!

Marina Fish

01:49:41

I gotta go! Thanks again, I’ll attend the next one. :)

Eve Klopfenstein

01:49:43

thank you so much. love this session I’m following you on YouTube :D

Sarah Harris

01:49:43

Thank you!! Really appreciate you hosting this workshop, Elize!

Vibha Bhagwat

01:49:47

Thanks Elize, This was excellent! Look forward to joining you for the Research session.

sam

01:50:06

you’re amazing Elize!

Amanda Guerricabeitia

01:50:10

This was a great workshop Elize, thank you!

Nischal

01:50:13

Thank you for everything. Been really insightful and learnt a lot of new stuff :)

Sarah Kauk

01:50:17

I work in Recruiting and Employer Branding, happy to connect with you: https://www.linkedin.com/in/sarahkauk/

azaharasanchez

01:50:24

Thank you so much, so informative! Would love to connect with all of you, too. https://www.linkedin.com/in/azahara-sanchez-garcia/

EAM

01:50:29

Thank you Elize!

Autum Gudvangen

01:50:34

Thank you. Can’t wait for the recording since I had to come late!

Lucy Ye

01:50:35

Thank you so much Elize!

Laura Kunigonis

01:50:42

ga.co/freefridaysurvey

01:50:57

Thanks Elize

shadi rezaie

01:51:02

Elize thank you for the great workshop. Could you please pinup the link to mentorship … I am sorry but can't find it :(

Anthony Finamore

01:51:09

Would love to connect on LinkedIn! https://www.LinkedIn.com/in/anthonyfinamore

davidxhuang

01:51:41

How much would you typically charge for a UX+UI project?

Eva Collins

01:51:42

Here is the link that I found: https://www.eventbrite.ie/e/elizes-free-group-mentorship-november-tickets-129746480215

Raphael Weninger

01:51:49

Jotform is quite good too

shadi rezaie

01:52:22

Thanksss

Angela Kuang

01:52:28

How do you include feelings and customer emotions in a future-state map? Wouldn’t it all be positive feelings? Would you even include this at all?

Anish vonAhlefeld (she|her)

01:53:02

Thank you for answering my question, Elize!

Danielle Vargas

01:53:11

Thank you for the great workshop! This was so helpful!

Sarah Kauk

01:54:06

It sounds like 5-8 people is the standard industry size for customer interviews?

Kiki Karo

01:54:12

thx Elize and GA!

Jennifer Jaki Johnson

01:54:13

Does customer journey mapping help if you already have a solution based on their problems but not their journey?

Angel Garcia

01:54:37

This was very helpful, Thank you

Alejandro

01:54:39

how many customers interviews are too many?, could you start with good knowledge from your support agents, cs team, sales and such?

Nasser

01:54:46

how do we get into your mentorship?

james lung

01:55:46

You are a star, Elize. Thanks for the content.

Andrea

01:56:29

What is your pitch for getting people to help with journey maps?

Nina Grauer

01:56:44

Can we still do your mentorship workshop if we just want to observe?

N A E (he/him)

01:57:14

Thanks Elie and all who contributed !

Jennifer Jaki Johnson

01:57:46

Its for a beauty wellness- CPG startup

Kripa Guha

01:58:01

Would a customer journey map work for a user-driven installation process? Also, if I do not include emotional aspects is that okay?

Elize

01:58:14

elize@elizeux.com

Elizabeth Flynn .

01:58:28

Hi I had an unexpected important call during this. Is there going to be a recording?

JMadison

01:58:36

Great webinar! Happy Friday people! 🙂

Frank Sprole

01:58:43

sprolesurf@aol.com

Heather Lantz

01:59:13

Hello! I am not seeing the email address or websites.

Jiorhan Kasan

01:59:18

@JMadison Happy Friday to you!

Seema Duhan

01:59:27

I did not get your email address. Could you send it again?

Helen Terpstra

01:59:29

Thanks so much for this workshop!!

Elize

01:59:42

elize@elize.com

Elize

01:59:51

https://generalassemb.ly/education/user-research-methods/online/163304?utm_source=Elize-Todd&utm_medium=affiliate-ntf-local&utm_campaign=holiday-2020&utm_content=teamthree

Seema Duhan

01:59:52

Thank you

stephania Bejarano

01:59:58

Thanks

Nina Grauer

02:00:10

Just registered for the workshop and the mentorship session. I’m excited!

Mimi

02:00:11

Thank you so much for your workshop, you made UX design interesting and informative!

Allison Sasso

02:00:12

What about the group mentor ship thing?

Amanda Scigaj

02:00:29

great question

Jiorhan Kasan

02:00:49

Elize, the email I have of you is different.It says elize@elizeux.com

Carla Moody

02:00:50

Please (re)send the link for the workshop evaluation. Thanks

Laura Kunigonis

02:00:59

ga.co/freefridaysurvey

Bryan Edgar

02:00:59

is your email actually elize@elizeux.com?

Edna Salcedo

02:01:26

Thank you!

Steph

02:01:28

Thanks so much!

andreamountaine

02:01:29

thank you very much!

Kim Scerbinski

02:01:29

thank you!

tara

02:01:29

Eliz’e & GA thanks for the FREE + engaging learning experience! E - I felt your good vibes all the way to Austin :)

georgemathew

02:01:32

Thank you Elize! fantastic

Kara Oxendine

02:01:32

Thank you! Very informative.

sylvia

02:01:33

thank you for the session

Virginia Murray

02:01:35

thank you!

Roshni Shah

02:01:36

Thank you!

Helena M

02:01:36

thanks so much

kate

02:01:38

thank you.

Rex Fukuchi

02:01:40

thanks!

Vanessa Catarina

02:01:40

Thank you Elize!!

Raquel

02:01:42

Thank you so much! It was great

Monique Angeli

02:01:45

AMAZING!!!!!! THANKS ELIZE AND GA!!!

Kinsey Egan-McGee

02:01:46

Ya I thought you said elize@elizeux.com??

Emily Bennett

02:01:47

Outstanding content, thank you, Elize!

Raphael Weninger

02:01:48

Thanks a lot, this was fantastic!

Dina

02:01:54

this was awesome Elize, thank you!!!

gstar

02:02:03

Thank you !!!

Manuel Franco

02:02:04

Thank you

Angela Kuang

02:02:11

Thank you Elize, this was such a helpful refresher!

Bryan Edgar

02:02:24

yes, elize.com is a whole different thing

Florin Zanfir

02:02:26

Please resend the survey

Alejandro

02:02:32

great webinar!!!

Sherry C

02:02:40

Thanks Elize and Matthew!

Rob Mann

02:02:40

resend the survey

02:02:44

Thank you Elize, fantastic session!

Allison Sasso

02:02:45

Thank you!

Brook Stein (PM-US)

02:02:46

Thank you Elize. Great session

Swain Fuller

02:02:49

Elize.com can’t be right

02:02:51

Thank you!!

Eva Collins

02:02:53

Thank you Elize and Matthew! This was so helpful to come. :)

Olia

02:02:54

could you please also send q and A copy?

Liz

02:02:55

thanks

Swain Fuller

02:02:57

thank you!

Elize

02:03:00

elize@elize.com

Esi-June Mittee Adabunu

02:03:00

Thank you :)

Heather Lantz

02:03:02

Thank you so much!!!! Very informative

Bryan Edgar

02:03:03

elize@elizeux.com

Carla Moody

02:03:04

I am not seeing the link

davidstone

02:03:06

Thank you!!

susimerhar

02:03:09

Send to attendees

Laura Kunigonis

02:03:16

ga.co/freefridaysurvey

Elnaz

02:03:21

It was absolutely helpful, thanks a lot

Elize

02:03:24

elize@elizeux.com

Bryan Edgar

02:03:45

Nataliia

02:03:52

Thank you!!!

Bryan Edgar

02:03:53

Thank you for the session!

Elize

02:03:57

https://generalassemb.ly/education/user-research-methods/online/163304?utm_source=Elize-Todd&utm_medium=affiliate-ntf-local&utm_campaign=holiday-2020&utm_content=teamthree

Nataliia

02:04:01

Have a great weekend!

Davida Tescher

02:04:03

Thank you!

Jamison Antoine

02:04:06

Yes this was a good class

John Cabral

02:04:06

Thank you!

Edna Salcedo

02:04:07

thanks

Carl

02:04:09

thanks!

Raquel

02:04:09

bye

stephania Bejarano

02:04:10

Thanks!

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