
05:39
Hello from SF

05:39
hello from Toronto :)

05:46
Hello from Dallas!

05:50
Hi from London!

05:53
hello from the UK

05:58
Hi, Esmeralda from Houston

06:05
from Beautiful India

06:08
Hello from London :)

06:24
Much love from Memphis!

06:37
Hello from Paris!

06:41
hello from New York City

06:54
Thanks and hello from London

06:58
Good Morning! Looking forward to the class! Happy Friday!

07:17
Hi all! Excited for this. Joining from South Bend, IN

07:35
Happy Friday All :)

07:52
Good morning from New York! Very excited to about this class!!

08:08
Good morning!! Joining from San Francisco! Thank you for holding this session!

08:17
Good Morning everyone, looking forward to the class today

08:19
Good morning!! Joining from San Francisco! Thank you for holding this session!

08:34
Morning everyone from London ! Very excited for this session :)

08:43
Howdydoodly from Bristol UK

08:44
Good morning from the Blue Ridge mountains!

08:48
Hi everyone! Joining from New York and excited to get started

08:57
Hello from London!

09:01
Good morning from Monument, CO.

09:03
Hi All - Tom from sunny NC!

09:09
Hello from London!

09:12
Hi everyone from Romania!

09:18
Hello from Denver!

09:19
Hi everyone from Canada

09:31
Awsome. For anyone who wants to connect on Instagram feel free to share your handle @designer.beth

09:34
Joining from Bellingham (north of Seattle) Washington - Good Morning!

09:35
Hi everyone from Canada

09:36
What an awesome diverse group of people! Hello from Vancouver, WA!

09:42
Hi everyone from beautiful Lake Hopatcong, NJ!

09:47
Good morning from ATL!

09:56
Hi hello from France !

09:57
Hi everyone from New York

10:07
Hello from Colombia!

10:12
Hello from sunny Denver, Colorado

10:17
Hi everyone! Toronto!

10:34
Hi everyone!

11:16
I recently watched a bunch of your youTube vids

11:23
Already working in the field

11:25
Blank slate for me.

11:30
Hello, from DC

11:31
UX? I thought this was Customer Journey Mapping

11:33
How a UX WRITER can learn more about customers through journey mapping

11:35
In the middle of a career switch over to UX!

11:36
:-)

11:38
Current student in communication design looking to learn more about UI UX

11:40
Just started UX bootcamp!

11:41
I am learning about UX

11:41
in marketing, hoping to learn more about UX and switch over

11:41
Graphic Designer that wants to transition into UX design

11:42
I just finished a UXDI bootcamp. I want to hear more people talk about the analytical side of UX

11:42
Interested in learning more about UX

11:42
I’m a ux designer at Nike in technology

11:42
self-taught UX, background in graphic design and illustration

11:43
I think I might be confused

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!

11:46
;-)

11:47
Just started UX bootcamp to transition careers

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!

11:49
I’m a typeface designer who wants to know what journey mapping is.

11:49
Hi from NYC! Working @ a startup, no experience in UX

11:50
GA UXDI grad: trying to get a job, want to explore service design and am here to learn more about journey mapping

11:51
F&B

11:52
watched your YT vids! thinking about how to transition from education to UX design

11:52
interest in changing career

11:52
Working in UX

11:52
Medical Librarian - doing user research

11:53
UX/UI designer, aiming to focus more on UX

11:53
Switching from Digital Marketing to UX

11:54
Hello from Indonesiaaa

11:54
Huge fan, love your youtube videos

11:55
I’m a UX Writer looking to learn more about customer journey mapping through a writing lens.

11:55
Industrial designer with UX experience, job hunting…

11:55
excited to learn!

11:56
I'm in the process of a UX program

11:59
Currently a product designer in a finch company

11:59
want to know business relevance of journey mapping

12:00
Graduated from the UXDI program and im containing to learn UX concepts and skills!

12:01
Learning UX

12:01
Industrial designer wanting to know a little bit more about UX

12:01
Job searching to get my foot into the UX field…

12:02
Looking to pivot from psychology to UX

12:02
Hi Elize~ Karen from NYC and a recent UXDI graduate!

12:03
Learning about UX to integrate best principles you present into Learning solutions

12:03
Thinking of UX for a career change - in learning and exploring phase

12:04
Design professional. Design educator seeking to learn more about UX and processes

12:07
I'm a digital CD who wants to learn a bit about getting down into the UX weeds.

12:07
4 years of app design / product ownership and interested in more skills for staying customer-centric

12:07
About to possibly start a consulting contract for the first time!

12:08
I’m a former consultant and marketer learning to expand my knowledge and lead customer journey mapping

12:11
didn’t know about the UX, here for customer journey mapping

12:12
I joined because of Customer Journey Mapping

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

12:13
Hello from Kenya!

12:13
Working in digital marketing but wanting to go into UX

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!

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.

12:14
Developer trying to incorporate UX into my designs.

12:14
I’m founder of VPiX and UX designer. Looking to learn best practices on creating better journey maps for their experiences.

12:15
Thank you! Is this relevant if I’m here to learn how to use customer data to help my brand?

12:15
I’ve worked with a few start-up, but Im still transitioning from my previous career

12:15
Working as UX designer. Expecting to get some practice from other professionals

12:17
Internal Corporate Marketing Department: Creative Specialist

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

12:18
Marketing prof - just learning now to help learn new content to share with my students

12:19
Working but wanting to use UX for my work.

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

12:20
Hey from London! I am a product manager, keen to get more into UX too.

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

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

12:24
I am a recent Graphic Design graduate. Love to learn more about UI UX

12:24
Graphic designer taking a UI Certificate course rounding my knowledge.

12:25
In product management but want to learn more about journey mapping

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

12:25
do journey mapping in pharma market research and curious how it looks in other contexts, also interested in knowing more about UX

12:26
We are building a business so want to leverage out of the gate

12:26
I’m an industrial designer/product manager but wanting to branch out to other areas of design and digital product management

12:26
hello from Berkeley, CA ux product design

12:27
Product Marketing

12:27
Self-taught UX

12:27
Scrum Master learning to broaden my experience

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)

12:28
Working in UX, but still wanted to know the way to create CJM

12:28
Business Operations

12:29
Learning Strategist, most recently director in L&D

12:29
I work in academic advising in an online program and my students are often dissatisfied customers lol

12:29
health and wellness project manager

12:30
Over 5 years as a UX strategist and architect

12:30
Scrum master

12:30
I work in recruiting and we talk about the candidate journey so I think this will cross-apply for that

12:30
Marketer who wants to strengthen my UX understanding to make my strategies more successful

12:30
Already a product manager, but not in IT. Interested in learning more about UX and if this direction is right for me.

12:30
data scientist

12:31
digital product manager

12:31
I am a UX designer and wanted to learn more details about the user journey map!

12:31
Project Manager from KY and excited to learn from this angle!

12:32
considering a career transition. reinventing myself after several careers (education, art, freelancer)

12:32
Hi from Memphis. I'm a Conversion Optimization Advisor

12:33
Project manager, here for the CJM!

12:33
UX Designer with a startup looking to get some new ideas for journey mapping

12:33
I’m a Sr. Brand Manager and Marketing for small team. We wear a lot of hats.

12:34
web and graphic designer

12:34
mgmt consultant

12:34
Copywriter who works with print and digital designers

12:34
User research

12:34
web dev

12:35
hi from London, i thought it was journey mapping too? but happy to join the ride :-)

12:36
I hope to make the leap into the world of Product Design, currently manage a Digital Production Team

12:36
Self taught designer looking for junior UX/UI/Product design roles

12:36
interested in career switch from interior design

12:36
learning. I have no idea about UX field I’m coming from being an Animation Producer

12:37
I am a product management consultant always ready and willing to deepen my knowledge of all relevant competencies.

12:39
social entrepreneur

12:40
Product manager looking to learn more about journey mapping so I can best leverage that and support our UX team

12:41
Senior Transformation Leader and Agile Coach...trying to learn more about UX

12:42
business analyst - want to find out more about journey mapping in UX compared to BA

12:42
Taxonomist/Search Analyst

12:43
Protoyping and storyboarding

12:43
UI/UX Designer original from Frontend Development. Obsorbing as much knowledge on UX as possible….loved the focus on Journey Mapping

12:44
MBA student

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.

12:47
Washing DC- Sales---CBD company

12:47
Would the journey mapping be a journey ' role or the UX person?

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

12:49
industrial designer, moving in ux

12:50
Hi Elize, I work in B2B sales for an online art marketplace and want to understand more about customer journeys generally.

12:51
Customer Operations and experience

12:53
Photographer from Michigan

13:06
UX designer from Seattle

13:11
Tech sales person here!

13:12
journey owner's *

13:12
Transitioning from Web Dev to UX/UI Designer

13:13
ux from Norway

13:14
Illustrator/Designer

13:15
I want to understand how to get the data for this map!

13:20
fashion designer

13:43
Industrial Designer doing UX Design 2 years ago

13:51
Hello from Austin, TX! I’m a recent UX GA grad looking for work.

13:52
Hello everyone

14:17
Yes, love it

14:18
yes

14:20
YASSSSS! :)

14:21
Hello everyone

14:22
Yes... daydreaming.

14:22
Good Morning! yes

14:22
Yes!

14:23
yess

14:24
Haha. Yes!

14:25
yes definitely

14:26
Yes

14:26
Yes...buying a computer...build it yourself

14:27
Sure!

14:35
hahah yes - but mostly about furniture

14:39
Good morning. everyone

14:40
yes! furniture!

14:46
interested in how UX might apply to non-profits

14:57
Yes. Then the fun begins

15:06
Elize is cutting out for me quite badly - is this me or is anyone else suffering similarly

15:08
boooo

15:08
ughhhh

15:11
ah that sucks

15:13
Bro I already told you…

15:16
I actually worked on this BYL tool 😳

15:17
she literally told them what she wanted

15:17
I did that with my Brompton bicycle

15:17
yes!!!

15:20
I JUST TOLD YOU :D

15:21
She feels unheard

15:22
poor customer exp

15:22
She already made a choice

15:23
She already filled it out

15:23
Because she has already filled in the info

15:23
She spent so much time planning it

15:23
She already told them

15:23
not heard

15:24
She already put in all that info

15:24
A quote request that they didn’t read

15:25
disconnection of information

15:25
lol @katherine

15:25
she already put in the info

15:26
It is a dis!

15:26
She spent the time

15:26
wasted time

15:26
she just answered that

15:27
because she took the time to input the information in the first place

15:27
she already chose one

15:27
Because they didn’t pass on the information

15:27
She already filled that out

15:28
Audio quality is good for me @ Liz

15:28
She just put that info in the system

15:28
emotional

15:28
Bc it feels like a step back

15:28
She's already told them!

15:29
She just told them what she's looking for

15:29
Yes, because the person wasn’t liistening

15:29
All that work for naught

15:30
She went through a whole process to repeat herself

15:30
she has to start over!

15:31
Doesn’t feel like shes listened to!

15:31
She already chose her car

15:32
:(

15:32
she already picked it

15:32
It feels like the car customizer is just a game, they wasted her time

15:33
So annoying

15:34
Repeating what she said again

15:34
Redundant

15:36
because she's spent time on it

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)

15:57
Sales. not listening to customer needs.

15:58
Experienced many times! Dev never talks to sales :)

15:59
Or when you give the order number but they ask for it still

16:13
Cell phone companies are the worst with this!

16:14
She’s upset with the grammar ;)

16:15
experienced also

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

16:20
The same goes for job application, they ask for a resume and then you have to retype it

16:21
That's why I went from lexus after 20 years, to Merc!

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

16:48
Doctor’s offices do the same thing with forms 😤

16:59
omg yes! that’s the worst

17:06
@Indigo oh man that annoys me so much!

17:19
EXACTLY @Indigo. Or you get contact but the person asking for the resume you submitted

17:20
Wow, I never thought about what an across the board issue that is…

17:22
Is there a recording of this?

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.

19:13
Build empathy

19:13
Builds empathy

19:13
More engaging

19:14
People love stories

19:14
People connect to it more

19:14
makes it sticky

19:15
easy to engage

19:15
memorable

19:17
Because you can relate to the user

19:17
Easy to communicate, like a movie

19:17
Shareable within the organization

19:17
Audio is fine for me

19:18
NO

19:18
Keeps stakeholders engaged.

19:18
People can connect better

19:19
It’s fine for me

19:19
nope

19:19
I'm okay

19:19
Its ok

19:19
its memorable

19:20
Brings it to life

19:20
Audio sounds good

19:20
No

19:20
fine for me

19:21
Not for me

19:21
relatable narrative

19:22
Audio is fine.

19:22
audio is fine

19:22
More engaging and relatable

19:22
draws them in

19:22
Not for me

19:24
audio is good

19:24
Audio is fine

19:24
audio fine

19:24
audio all good

19:24
Accessible and engaging

19:25
Nope audio is fine

19:26
It uses data to show benefits, not tell

19:26
It creates understanding and connection

19:27
Connect with the people and the problem

19:27
People are more familiarized with the story format

19:27
They can see themselves in the story

19:27
They build empathy

19:28
easy to follow

19:28
relatable

19:28
im an educator: everyone loves a good story!

19:29
Easier to digest than a long report

19:31
Easy to see where the problem is

19:31
Storytelling is analytical visualization is digestable

19:32
You can tell it is a real company, not a scam :D

19:32
word of mouth

19:32
can relate more

19:33
no it’s good

19:33
Easy to understand

19:35
Easier to follow...

19:36
Oldest communications methods were based on storytelling

19:37
Because it sketches the user journey on a map to follow

19:38
it is the most primitive form of expression

19:38
People relate to stories and it’s digestible and understandable

19:38
makes it personal

19:40
Makes people resonate with your story

19:41
Story puts you in the shoes of the user

19:46
Story is what drives people! In anythinng

19:47
The human brain naturally organizes information into narrative

19:50
Some people are visual learners

19:51
My rule of thumb for copywriting is check if you can put in any company name and it still sounds the same

19:54
Easily helps align different teams with one goal.

19:55
important for getting support

20:05
mention what matters and stands out, what speaks to their hearts

20:09
Kind of garbled on my end

20:14
also helps writing epics, features, etc

20:26
This would make a great Change Management Tool.

21:20
In this context, are "data points" and customer "touch points" the same thing? I.e. Are data points always a touch point.

21:46
why not link journeys to business and financial impact?

22:14
Empathy is critical to success

22:33
@Rob you can do that; you can put links to business/financial impact + ownership as another row in your map

22:41
why not link journeys to business and financial impact?

23:24
Is it possible to make that map bigger? Text is very small

23:41
agree. it's very small

24:57
https://www.servicedesignshow.com/customer-journey/templates-and-examples/ (number 8 here has an example) @Rob

25:03
I’ve seen customer journey maps that look like a book

25:35
which industry was that, Susan? :)

25:36
You can take a screen shot of the customer journey map and zoom in on your computer

25:47
Is Journey map part of the Research phase? And User Flow part of the define phase?

26:04
When the journey map should be made?

26:07
How do you define/identify the beginning and end of the journey?

26:10
After the user flow?

26:17
Will this presentation be shared after?

27:07
Are you sending the recording?

27:19
I could not take all notes..

28:18
Is this based on a single persona?

28:36
would this be done as ‘current state’ journey, and then ‘ideal state?’

28:39
^^ I believe so

28:59
How do you decide the scope of a journey map (not too big and not too small)?

29:01
Preferably you would have one map per persona

29:23
You all may want to ask these questions in the Q&A instead so you can get them answered

30:05
Are you going to send us the slides?

30:38
I just went through this!

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

31:11
I've never made one for more than one persona

31:50
Was wondering do we have access to these slides and audio after the webinar?

32:15
How would you distinguish a persona from a journey map?

32:18
Would a company also have a different journey map for the same customer once she decides to buy the product

33:02
it would be an extension of the journey if they wanted to include that (from my understanding)

33:55
What tools could you use to create a really nice customer journey map?

33:59
The area beneath the exclamation mark concludes the needs based on Maslow Pyramid?

34:00
and if you have the resources to do so, and/or there is big risk of not getting stakeholder buy-in

34:03
What data is informing the results that are displayed in the journey map? Analytics? Sentiment?

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?

35:54
+++Elize, in your experience, what member of the UX team usually owns this project?

36:32
should UX designer do always both? current and future state maps?

36:37
how do you gather customer journey data ?

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"

37:44
how do you gather customer journey data ?

39:34
Might you validate an assumption journey map with users?

40:01
Any startup people here. Do you primarily do Assumption-first or Research-first?

40:21
@katrina Im a content specialist in knowledge management, this is something we would handle in our company

40:21
I do a mix of both

40:44
hi Richard

40:45
research first especially if you have to impress investors

40:48
Startup person here! We started doing end user interviews so we an learn more….very early in that right now.

40:56
@Rishi we do assumption-first and then go out and test it with as simple a prototype as possible

40:58
what was the name of the book just mentioned?

41:15
It was nngroup.com - not a book :)

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

41:39
thank you!

41:42
we started with assumptions, to be more confident and to not annoy impatient New Yorkers (users) in interviews

41:45
Hi Rishi. In the beginning we do assumptions but quickly survey our users to make improvements to products.

41:46
In my experience, often a startup has a vision, so you can do some of both

42:01
But usually more assumption first

42:11
Walmart heyy

42:20
Trader Joe

42:27
want to be careful to avoid biases when starting with assumptions.

42:29
Waitrose!

42:30
Kroger

42:30
Sprouts

42:30
Sprouts :)

42:31
HEB… :)

42:31
Martins

42:31
Loblaws

42:31
Lol that patented “ doo de doo”

42:32
publix

42:32
Kroeger

42:32
Sainsbury’s

42:33
Asda (its Walmart but UK)

42:33
Target

42:33
Tesco

42:34
United

42:34
publix

42:34
heb

42:34
Safeway

42:34
Whole Foods, Trader Joes, Ralphs, Vons

42:35
Aldi is most places

42:35
Fortinos

42:35
HEB

42:35
Marianos

42:35
hyvee

42:36
Dierberg's

42:36
You can give users value in exchange for participation, e.g. give a discount off their subscription for the next month

42:36
Florida: Publix, Walmart,

42:36
Wegmans

42:36
Aldi

42:37
costco

42:37
Auchan

42:37
Kroger and Publix

42:37
Coop

42:37
Love TJs~

42:37
King Soopers

42:37
tesco

42:37
HEB

42:38
harris teeter

42:38
Hannaford

42:38
Tesco

42:38
Asda

42:38
Publix

42:38
Shoprite

42:39
Marks & Spencer

42:39
asda

42:39
ASDA

42:39
Coles

42:40
swiggy

42:40
London

42:40
whole foods, sprouts

42:40
I miss Loblaws though...

42:40
New seasons in Oregon

42:40
Publix is amazing!!!

42:41
Lucky and Trader Joe’s and Safeway

42:41
Meijer

42:41
TESCO, ASDA, MORRISONS in UK

42:42
Fred Meyer

42:42
Sprouts

42:42
mercadona

42:43
Stop & Shop

42:43
Monoprix

42:43
grocery outlet, ha ha

42:44
Trader Joes = GOAT

42:44
Pão de Acucar in Brazil

42:45
Stop & Shop

42:45
kroger

42:45
Jumbo, Éxito, D1

42:45
trader joe's

42:45
Waitrose

42:46
Whole Foods

42:46
Lidl

42:46
tesco

42:46
Aldi, Lidl

42:47
wegmans

42:48
Coop, Norway

42:48
Sainsbury's. Yes, in UK

42:48
Coop (Switzerland)

42:48
The Fresh Market

42:48
heb

42:49
Shoprite, Checkers, Pick n Pay

42:49
Rimi

42:49
BJ’s

42:50
Sainsbury and Tesco are in London

42:50
Trader Joes, WholeFodds, Stop and Shop

42:51
Tesco

42:52
Marianos/ Kroger

42:52
Aldi

42:52
MORRISON

42:53
Aldi

42:54
Whole Foods, Aldi

42:55
Stockmann

42:55
HEB, Aldi

42:55
Morrisons

42:56
WFM and Fredmeyers

42:56
carrefour

42:56
Aldi

42:56
Calimax

42:57
SUPERSTORE

42:57
Pete’s Market

42:58
Publix is east and southern part of U.S customer service is TOP

42:59
Sprouts

42:59
Wegmans

43:00
shoprite

43:02
Alsi

43:03
Foodland

43:04
Big Y

43:04
Auchan

43:05
corrados

43:05
stop & shop

43:05
I love Trader Joes!

43:06
Greggs

43:07
Lucky's Market

43:07
Publix is the MVP

43:08
HEB

43:10
'Sanes-berries' = Sainsbury's ;)

43:13
Carrefour

43:14
Pick N Pay (South Africa)

43:16
Iceland

43:16
Loblaws in Toronto

43:17
Aldi and Lidl

43:20
TJs!!

43:24
ALDI is in many countries

43:24
Aldi & Waitrose

43:25
Woolworths (South Africa)

43:27
Zabar's

43:27
Aldi

43:27
but also, that's about their user experience, right?

43:27
Rainbow is my favorite

43:32
Ahhhh, workshopping time! [cracks knuckles]

43:39
ALDI is good its in the US but is a German company

43:39
Greggs, definitely not anything like trader Joes ;-)

43:45
I legit worked for Whole Foods

44:22
To optimize the customer process

44:23
To understand the customer's process and identify the problems in the journey. Problems are opportunities.

44:26
Businesses sometimes don't have patience and skip the journey map process. :s

44:31
The “WHY” should be the main question which drives the entire ideation process

44:37
To identify pain points to work on

44:48
@Florin: I agree.

44:56
current state

45:12
merchandizing?

45:20
eco system

45:21
omnichannel

45:23
omnichannel?

45:24
Omnichannel

45:26
Omnichannel

45:39
harmonized retail

45:41
Unless there is a reason clearly defined, the research can goes every which way.

45:50
Does service design count?

45:55
Did not heard about this “omnichannel” until now

46:14
Should do @Indigo

46:33
same just knew what omnichannel is

46:33
woohooo!!! Thesis great!

46:41
This is**

47:02
I can relate to this persona :))

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!

47:15
great explanation

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

47:49
Fictionalized person!

47:54
Based on research

47:55
was looking personas up as you said that

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

48:37
Marina, Anecdotally I can confirm this

48:39
Group of users with similar characteristics/goals/needs

48:42
Do you map Customer Journeys for each personas

49:09
An archetype

49:18
do you usually give personas names?

49:33
ie. Persona 1, or like "Tech Savvy Dudebros"

49:37
nah

49:37
none

49:39
none

49:40
Do personas start with the research pulling them out or with an assumption of what a persona is?

49:40
zilch

49:43
:)

49:44
too much information.

49:46
its hard

49:46
Maybe the colours

49:49
Nada

49:52
It lacks data interpretation

49:58
yes, the why

50:08
would keep me awake

50:12
It always come back to the why

50:24
Poor graphs nobody empathizes them

50:42
Assumptions to start but then you might find you have a different audience you were not aware of

51:36
user can be broken down by:geographicDemographicpsychographic &behavioral :)

51:38
The CS dept was the best source of the insights of what our users wanted from our product

51:43
also sales people, they hear a lot of reasons for no

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!!!

52:27
was it the women themselves, or was it kids using their phones?

52:28
Our frontline staff are incredibly 'in touch' with insight when we compare Customer interviews and staff views

52:31
Sounds tricky, developing a persona. Assumptions might result in just creating…ourselves

52:56
Onmichanneling

52:57
Click and collect!

52:57
because of the long lines

53:00
promotions, data

53:01
test whether it holds up for in-store

53:01
product bundling

53:03
Because it is still what the customers want

53:04
Give them opp for recurring order

53:04
To improve the omnichannel experience

53:04
opportunity

53:05
Because the more online the less on the line

53:06
In store might be trying to buy the same things too

53:07
Future state

53:08
habits, food tastes

53:08
Nice one, Marina Fish. I’ve been thinking about similar things lately

53:12
people likely need the same groceries every week

53:14
elements of personalization

53:15
how to drive more people online rather than instore

53:21
potential to make the in store experience faster

53:32
Assumption - perhaps ppl who buy in-store buy same grocery each week

53:32
Good point @Francis but interviews of actual customers can help qualify the persona

53:35
are we automatically muted? just want to make sure my background noise doesn't disturb the presentation

53:47
100, Ericka Dean

53:57
I LOVE the post it notes! It really works

54:19
lots of online posit tools have been emerging this year with covid

54:23
Use Miro Boards now for stickies

54:27
empathy mapping?

54:45
Don’t we start with assumptions and use research to prove our assumptions either right or wrong?

54:53
Yes! Post it notes- pro tip!

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!

56:00
Ideally, how many types of research should you do?

56:15
Repetitive buying example was online, not in store

56:19
Social Media is great for this information.

56:29
conversation mining?

56:30
exactly

56:37
Hear hear

56:38
Haha is that ethical tho?

57:10
Describe…open question

57:12
Question #2 is better

57:14
right side Question

57:15
b

57:16
#2

57:17
Describe

57:17
2

57:17
Not using leading questions is key

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?

57:18
the first is a leading question

57:18
describe

57:18
Describe how you handle your laundry

57:20
#2, open-ended

57:20
2

57:21
I think that asking open-ended questions in an interview is better. So the second one

57:21
Right

57:21
2

57:21
right

57:22
right one

57:22
On the right

57:22
right

57:23
yes/no question not as good as story answer

57:23
left

57:23
Right

57:24
re: questions; curious where to begin sometimes

57:24
Well, it’s all public anyway? Not mining personal conversations, tho FB and G do that for you already

57:25
right

57:25
Th one on right

57:25
right

57:26
2

57:26
the option on the right

57:26
The one on the right

57:27
open questions

57:27
Right

57:28
the right, more open ended

57:28
right

57:28
#2…the right...

57:28
second one is better

57:28
right

57:29
open ended id best!!!

57:29
right

57:30
Right

57:30
right

57:31
I think the repetitive buying is really interesting online is really interesting given long lines?

57:31
right

57:32
on the right

57:32
Open ended

57:32
right

57:32
2

57:33
open ended #2

57:34
Rugt

57:34
right

57:35
right

57:35
right

57:35
right

57:38
#@

58:01
Leading the answer

58:01
Creating bias

58:19
how do you prevent the question being too open - ended or vague?

58:21
yes, need to gather the pain points or the needs by open ended questions

58:25
pretend you’re a lawyer, you can’t lead the answer. lol

58:30
left

58:33
first

58:34
1st

58:35
left

58:36
left

58:36
left

58:36
Tell me

58:36
1st

58:37
left

58:38
left

58:38
first

58:39
Tell me

58:39
1

58:39
right

58:40
nd

58:41
date informed vs data led

58:41
specific time

58:41
1st

58:41
left

58:41
1st

58:42
#1 left

58:42
1

58:42
first

58:43
left

58:43
right

58:44
first

58:45
left

58:45
2

58:46
number 1

58:48
The how

58:49
1

58:49
specific is better

58:49
gets to the specifics

58:49
#1

58:51
not asking to generalize their life

58:51
Actual experience trumps memory

58:52
left

58:56
left

58:57
right

58:58
the right is kinda vague

59:07
cuz it helps them talk and give info

59:09
left

59:10
For behaviors

59:10
Don't assume I'm even doing laundry LOL

59:25
Same in job interviews… think of a time you….

59:28
assumption made that Lau

59:37
you will try to make an average answer based on all instances

59:39
the specific experience is more likely to be something that tied into emotion

59:43
might provide socially acceptable answers

59:50
if you describe just one instance it will be more specific

59:55
*Assumption made that laundry services are used

59:58
Mmm ramen

01:00:03
ramenn

01:00:08
You say something but most of the time do another

01:00:18
You get a better handle on the actual experience

01:00:26
Ramen is a thing of beauty!

01:00:27
With the Tell me question

01:00:28
However, you still remembering the specific experience...

01:00:32
Can you prompt for a bad experience?

01:00:34
Left

01:00:35
right

01:00:36
right

01:00:36
right

01:00:37
Right

01:00:37
2nd

01:00:38
right

01:00:38
right

01:00:38
right

01:00:38
right

01:00:39
#1

01:00:39
right

01:00:40
right

01:00:40
right

01:00:40
2

01:00:40
2nd

01:00:40
right

01:00:40
right

01:00:41
RIGHT

01:00:42
right

01:00:42
2nd

01:00:43
right

01:00:43
1

01:00:43
2nd

01:00:44
right

01:00:44
Rigjt

01:00:44
the left one is framing

01:00:44
right

01:00:45
frustrations

01:00:45
How do you feel

01:00:45
Right

01:00:46
right

01:00:46
left

01:00:46
The one in the right, ofc

01:00:47
2 open

01:00:47
?

01:00:47
2

01:00:48
right, don’t want to inform feelings

01:00:49
right

01:00:49
depends on what you are looking for

01:00:49
2

01:00:49
left

01:00:50
RIGHT

01:00:50
left

01:00:51
right

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. :)

01:00:52
frustation

01:00:53
left

01:00:53
2

01:00:53
left

01:00:54
Right then left

01:00:54
number 2

01:00:56
right

01:00:56
left

01:00:56
1 is more specific

01:00:57
left, you want the pain points

01:00:59
left

01:00:59
left

01:00:59
Left is leading

01:01:00
2

01:01:00
Keep it unbiased

01:01:00
Don’t push for a biased answer

01:01:01
left

01:01:02
right left is leading

01:01:02
I like both questions actually

01:01:02
right

01:01:02
left

01:01:02
Explore all the feelings associated with that task

01:01:03
right

01:01:05
Left?

01:01:05
Left is leading

01:01:05
left assumes frustration

01:01:07
Priming?

01:01:08
emotional versus logic

01:01:09
left seems leading

01:01:12
don’t specify the feeling yet

01:01:17
more focused on left leading question

01:01:19
You cannot lead by stating an emotion

01:01:22
Both? Can you ask 2 and follow up with 1?

01:01:36
Everyone gets frustrated so there's always a pain point

01:01:49
I was going to say the question on the left identifies their pain points

01:02:01
you ask after why this feeling?

01:02:03
Ah…interesting pt! Picking up things I didn’t expect today

01:02:27
what time of day they grocery shop

01:02:31
how often do you shop ?

01:02:36
How often do you go grocery shopping?

01:02:36
How long do you spend grocery shopping

01:02:38
budget for groceries

01:02:38
how often do you go for grocery shopping

01:02:41
How much do you spend?

01:02:42
What is your budget?

01:02:42
How many times a week you shop?

01:02:42
do you always stick to your list?

01:02:43
Tell me about grocery shopping habits

01:02:43
how many people are you shopping for?

01:02:44
Describe your most recent grocery story experience

01:02:44
How do you feel about going to the grocery store

01:02:44
Tell me about your last grocerty story experience

01:02:44
what do you like to have for breakfast?

01:02:45
Do you find everything you need?

01:02:45
how do you feel while shopping?

01:02:45
do you have a method for your shop

01:02:45
How many people do you buy groceries for?

01:02:49
What time

01:02:49
When was the last time you went to the grocery store?

01:02:49
Describe your most recent grocery shopping experience.

01:02:49
How often do you shop?

01:02:50
When in the week do you go grocery shoping

01:02:51
Do you organize your grocery trips?

01:02:52
what is your favortie thing about your shopping experience?

01:02:53
Could you tell me about your last grocery experience?

01:02:53
Do you shop with a list?

01:02:53
do you use a list?

01:02:54
Tell me about a time you bought groceries.

01:02:55
What is your preferred way to shop grocery

01:02:55
describe your last visit to the grocery store

01:02:55
Do you create a list

01:02:56
how many people are you shopping for

01:02:57
do you use a list

01:02:57
Do you bulk buy?

01:02:57
Where do you prefer to buy your groceries?

01:02:58
What's your average budget?

01:02:58
what do you buy

01:02:58
How many times a month?

01:02:59
What items do you grab first?

01:02:59
Tell me about your last grocery shop visit

01:03:01
do you shop with a list?

01:03:01
Do you go alone?

01:03:02
Everyone is too fast for me. All of the above

01:03:03
how much do you spend on average grocery shopping/ Do you shop with a list or not?

01:03:04
Do you browse aisles?

01:03:05
Do you have a list

01:03:05
how did you feel about the checkout line last time you were in the store?

01:03:06
Preferred Way

01:03:06
Teach my how to choose products.

01:03:07
How do you choose what store to shop at?

01:03:07
Do you shop on your own or with family?

01:03:08
do you shop with your family?

01:03:08
What do you prefer- online/in-store

01:03:08
What is your first step for shopping?

01:03:09
Which way you shop - online, in store or both?

01:03:10
Do you know your budget when shopping?

01:03:10
Targeted or browse shopper

01:03:11
How many stores do you go to?

01:03:12
how many times in a week do you do your grocery

01:03:13
Who o you shop for?

01:03:13
how do you feel about grocery shopping?

01:03:13
Who do you go shopping with?

01:03:14
How do you select which store to shop at?

01:03:14
What don’t you like about…?

01:03:15
Are you shopping alone?

01:03:17
spontaneous or planned?

01:03:17
What are you doing before going to shopping?

01:03:17
Do you make a list?

01:03:18
where did you shop grocery last time?

01:03:18
What do you in advance of going grocery shopping?

01:03:18
Are you the primary grocery shopper for your home?

01:03:19
What's been your best/ experience grocery shopping

01:03:19
How do you feel about food shopping

01:03:20
Depends what information I’m trying to get to/what goals are

01:03:20
Do you go with family/friends?

01:03:20
Do you shop with a list or not?

01:03:21
Do you schedule the grocery shopping?

01:03:22
what is important to you when selecting a grocery store?

01:03:24
How do you feel about grocery shopping

01:03:24
Do you plan out your grocery purchases with a list/app/coupons?

01:03:24
do you go to multiple stores?

01:03:24
Do you go to different stores for different items

01:03:24
how close are you to a grocery store

01:03:25
How often do you shop?

01:03:26
Describe your ideal grocery market trip!

01:03:27
do you use coupons?

01:03:29
Do you live with other people? How does the dynamic around shopping work with your family/roommates?

01:03:29
What kind of stores do you go to? And How many?

01:03:30
virtual or real?

01:03:32
Did you know there was an app

01:03:32
When do you shop - day

01:03:32
What was the most interesting part of your last trip to the store?

01:03:32
best/worst experience ever grocery shopping

01:03:32
What do you hate about grocery shopping ?

01:03:34
Why do you choose digital over in store?

01:03:35
What do you think about the checkout experience

01:03:36
What department do you start in?

01:03:36
Who does the shopping in your household?

01:03:36
Do you care about organic grocery?

01:03:36
Online shopping versus in store

01:03:37
what is your budget for grocery shopping monthly?

01:03:38
Do you read the labels?

01:03:38
Tell me about the last time you went grocery shopping

01:03:39
For what category to you tend to purchase (fruits, Meats)?

01:03:39
Tell me about when you last went shopping?

01:03:40
Do specials or sales influence what you buy

01:03:41
Will you go to one store, or multiple?

01:03:41
How often do yo shop

01:03:42
What time of day do you usually shop?

01:03:44
How do you get to/from the grocery store?

01:03:45
Do you buy stuff that you didn’t planned to?

01:03:46
Do you shop alone or with others? Kids/Spouse?

01:03:46
How do you plan your meals?

01:03:48
what do you usually take with your self to grocery store?

01:03:48
What is your ideal shopping experience?

01:03:50
How do you prepare to go shopping?

01:03:50
Where do you buy groceries and how do you decide?

01:03:53
Why do you NOT shop online?

01:03:53
Ask open ended questionsFocus on specific instancesHow do you keep track of your grocery list?

01:03:56
Do you drive or use public transportation to get to the store?

01:03:57
How has that changed during Covid?

01:03:58
What brought your to our store today?

01:04:01
last time you shopped, did you have a meal in mind to make?

01:04:02
how do you feel about your shopping experience

01:04:04
what time do you normally do your grocery

01:04:06
Do you do anything before or after shopping?

01:04:08
Do you shop for the same people most of the time?

01:04:08
How do you search for item

01:04:09
Do you bring a list?

01:04:10
Well now we have to shop according to the arrows

01:04:11
How often do you find items not on your list by seeing them?

01:04:11
shopping list used

01:04:12
Do you shop alone?

01:04:14
do you make a list?

01:04:19
Which products do you like? Why?

01:04:20
When do you shop?

01:04:21
Do you make list of grocery item before shopping?

01:04:22
when you are in a hurry how do you shop quickly

01:04:27
how many bags do you have in hand after shopping

01:04:35
I hope you have a paying customer in grocery sector where you can use these contributions :))

01:04:40
We know the answers but it’s about applying and using them

01:04:41
Hiya all! Here is the link to the GA Survey: ga.co/freefridaysurvey

01:04:48
How do you get to and from the storE?

01:04:57
Do you use any digital tools when you're shoping at our store (not just our app)?

01:05:00
price match

01:05:04
Competitor analyzes

01:05:06
conveniencr

01:05:15
analysis*

01:05:16
*convenience

01:05:17
C-Stores

01:05:20
I get my gluten free stuff over there

01:05:22
Competition gives great insights

01:05:25
Yes me!

01:05:26
Can you describe your perfect grocery shopping experience?

01:05:26
comparing

01:05:27
thats what I do :)

01:05:32
They compare prices between grocery stores

01:05:40
Thanks Elize, jumping over to another workshop but this was great! I loved your energy and enthusiasm!

01:05:43
know who makes most decisions

01:05:45
Targeting

01:05:45
personalization

01:05:45
To understand all users involved

01:05:46
Share list

01:05:47
they are not the only one making the purchasing decisions

01:05:49
to compare the experience

01:05:49
sharing lists with one another

01:05:50
prices and quality

01:05:52
age group/ demographic

01:05:53
Might have different shopping habits

01:05:53
Gives you household information

01:05:54
Different needs

01:05:54
They might buy something that the persona might not

01:05:55
How do you share shopping with household member like lists

01:05:56
Are they the primary shopper in HH

01:05:58
Do you use a shopping list? Who makes it?

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

01:06:03
customer demographics

01:06:05
different habits of shopping for different households

01:06:08
different practices

01:06:09
multiple customers / one household budget

01:06:10
Different members might mean different personas

01:06:10
Sorry, I have to leave, but thank you so much. Really engaging!

01:06:23
Key Decision Maker

01:06:24
Only shop for certain items for each person in a household?

01:06:31
Can identify another user persona by finding another persone

01:06:36
You might not buy the same thing than the other person in the household

01:06:36
method of check out , method of payment

01:07:37
***Digital alternatives to Post it/Pens?***

01:08:39
@Nina, I thought to the same scenario, GJ

01:08:45
Love Miro!

01:08:49
yess

01:08:50
Yep

01:08:50
yes

01:08:50
yes

01:08:50
Just tried it!

01:08:51
Miro is great!

01:08:51
yes

01:08:51
yes

01:08:51
Yep

01:08:51
Using it now!

01:08:52
love it

01:08:52
I use MURAL

01:08:52
Yes! Luv it

01:08:52
Yes!

01:08:53
yessss

01:08:53
yup

01:08:53
yes

01:08:53
LOVE MIRO!!!!

01:08:55
nice

01:08:55
yep its great!

01:08:55
experimented with it

01:08:55
yep

01:08:57
Love Miro

01:08:57
affinity mapping

01:08:57
yes

01:08:58
no

01:08:58
it's the best

01:08:58
It’s my fave work tool

01:09:00
Or freehand at times

01:09:00
WHIMSICAL

01:09:04
No but it looks super cool!

01:09:18
Collaboration is super easy with Miro

01:09:18
I’m using it for empathy map, is it great

01:09:21
I love affinity mapping.

01:09:29
All the templates they have in there ♥️

01:10:07
Does Miro work with Zoom?

01:10:29
YES, just screen share

01:10:39
Miro has a broadcast option too

01:10:46
Haha :)

01:10:47
Yes, works with Slack

01:10:51
it integrates with slack and JIRA

01:10:53
Compatible with Teams?

01:11:54
Will the recording be shared with us to review later?

01:12:12
Preparation is misspelled! :)

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.

01:12:42
Is it not important to list the action of "selecting food"

01:12:52
self check?

01:12:56
^same

01:13:03
Scan and go

01:13:06
Do you do this with one person or a group?

01:13:20
how do they pay? Do they check out

01:13:24
can help to say WHAT else rather than anything else…

01:13:29
bring your own bags?

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

01:13:49
I always forget the bags!

01:14:09
Q: when the recording is sent out, will it include the chat messages and Q&A?

01:14:43
@guin yes, I believe so!

01:14:47
Just Bucketing themes?

01:15:28
No worries: live demos are a test of one’s mettle, but also audience empathy :)

01:15:28
Typo on section heading "preparation" fyi :)

01:15:53
Lol me with the candy

01:16:01
@Guin, you can click on the three dots at the bottom of the chat window, and save the chat.

01:16:27
@Vibha, TY! :)

01:16:38
NP :)

01:16:55
Elize, this is some really great information. Thank you!

01:17:11
How do you feel about using emojis in customer journey maps to show emotions associated?

01:17:23
^ Yes this is so excellent

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.

01:17:58
Can you zoom out on miro and pause for a sec so I can screen shot :)

01:18:08
****Is this exercise done one user at a time, or in a group?****

01:18:31
People don’t know what you can do

01:18:31
Discover what they want. Just don’t ask them outright.

01:18:52
People are expects at their problems not their solutions!

01:19:22
an app specific to the store that I can search!!

01:19:26
"get your gravy packets here"

01:19:27
set up sensors in the store, let people plan their trip in your app based on their shopping list

01:19:35
LOL!

01:19:35
I don’t agree to listen for the users for solutions, but only to listen to their problems

01:19:41
as in, auto-plan the trip location for them

01:19:44
****Is this exercise done one user at a time, or in a group?****

01:19:53
how motivate people to invest this time with you

01:20:14
@Elize, will you please share your Miro boards and slides???

01:20:21
@debi small incentives work well

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?

01:20:39
Give us all of your micro boards :))

01:20:45
*miro

01:21:09
Is it okay with you if I take a screenshot of your Miro board?

01:21:21
Will there be a recording available to us to rewatch?

01:21:50
Yes, they’re sending the recording and presentation slides within a week.

01:21:52
how do the colors work again?

01:22:02
Color = persona

01:22:05
Make a copy of the original

01:22:29
Is synthesis part of research or Define?

01:22:33
building clusters

01:22:53
Is there a way to zoom into the video?

01:23:21
@Juanita Miro can be used for both research findings as well as brainstorming.

01:23:29
Would the output be considered a persona?

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?

01:24:10
can we fix the parking situation?

01:24:20
what is an affinity map?

01:24:52
Ah cool - thank you! :). And thank you for showing us all this - its really complete and comprehensive

01:24:59
affinity map groups ideas into collections based on similarities (affinity)

01:25:08
Affinity is when you regroup by categories

01:25:16
@Bryan the categorization of all responses into different similar topics.

01:25:21
maybe the app can show parking situation

01:25:23
use app to find open spot or see how full the parking lot is before going

01:25:30
Painpoint of looking for items: kiosks in store where you can search for it yourself

01:25:33
Hah exactly!

01:25:43
Product locator app

01:25:43
yes!

01:25:50
Busiest times in the app

01:25:51
Option to reserve spot before you go

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

01:25:58
App could access web cams in the parking lot - you can see what's available birds eye view

01:25:59
parking assignment

01:26:00
Would faster in-store experience create higher turn over for parking spots?

01:26:00
reserve parking through the app

01:26:03
Offering some perks for people to shop after 8

01:26:05
Short-term parking spots

01:26:12
In Australia we have sensors in shopping mall parking showing where a free spot is, how many, green/red sensor

01:26:12
Is the "Synthesize Research" visual she showed an example of an affinity map?

01:26:12
you get a small discount if you come by bike or by foot

01:26:14
having a limited time on parking

01:26:14
free home delivery

01:26:14
Drive thru shopping

01:26:16
monitoring lot for use of people not shopping at the store

01:26:19
busy time like yelp

01:26:21
Have an interactive map on what parking spots are available. It needs to update in real time

01:26:22
a sign telling about the parking situation

01:26:33
reserved parking spots for "customer of the week" as a loyalty play for best customers

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!

01:26:35
@Bryan, yes, you got it! :)

01:26:41
Product availability at this store function

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

01:26:46
Thanks!

01:26:47
option for paid valet parking?

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

01:26:54
I loooove that function!

01:26:54
I love target's app for this!

01:26:57
Bless target

01:26:58
It’s a great app!

01:26:59
nearby businesses not using parking at that time? (ex: a church or school lot)

01:27:02
discount with uber / motivate to cycle

01:27:08
So does Wegmans!

01:27:12
i think Walmart's app does this too, but not as accurately

01:27:13
Competitive Pricing , coupons discounts?

01:27:20
reserved parking spot decals?

01:27:25
yes it's great when the aisle is accurate lol

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

01:27:38
Be able to reserve a spot via app

01:27:43
Contactless checkout via app: scan product and pay automatically, no need to stop at checkout

01:27:45
@john id love that!

01:27:47
Crowdsource parking info -or clickers to see how busy?

01:27:48
Maybe like a GPS-thingy that takes you on the most efficient route through the store?

01:27:52
Drive through click and collect slot with allocated parking space for fixed time.

01:27:52
I know parking and product placement is correlated

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

01:28:04
Pick up opporunity

01:28:05
Curbside pickup for those who don't want to park/shop

01:28:08
To avoid parking

01:28:11
work out when the designated parking spots eg with kids is not used so much and make them flexibe

01:28:12
If you can't find it, you take longer

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

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

01:28:30
Competitive Pricing of products in area , coupons discounts?

01:28:33
kiosk that shows number of parking spaces

01:28:34
A lot of stores have curbside ickup

01:28:37
@John I love that idea - I hate doing laps in the store

01:28:38
Is redesigning the parking space too far fetched?

01:28:39
i love curbside delivery and pickup is convenient

01:28:50
Pay for a premium customer account that includes access to more parking

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)?

01:28:56
Sometimes you can’t get the same sales online as in the store

01:29:01
Pre-covid I would have suggested ridesharing

01:29:02
Incentivize quick shopping by offering discounts if you’re on line by a certain time?

01:29:04
Insights about real-time parking availability

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?

01:29:32
Need a fast pass like Disney land

01:29:37
Scan and pay with app as you go, no need to checkout

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

01:29:41
Assigned special container by store to pick up orders that is not in the regular parking

01:29:47
Hiya all! Here is the link to the GA Survey: ga.co/freefridaysurvey

01:29:47
They have the happy hour thing

01:29:55
Coffee Bean and Tea Leaf also does happy hrs on Thursdays

01:29:58
"sip and shop" happy hour to encourage people to shop during quiet times

01:30:05
great ideas. how do value the impact and costs?

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?

01:30:07
or the parking lot costs more after 30min

01:30:22
More kiosks for paying without an attendant

01:30:23
post-covid - valet parking

01:30:25
Anyone considering accessibility?

01:30:45
Name your own price on slow selling items-

01:30:45
Really great information!

01:30:50
Free delivery if you take public transportation to store

01:30:54
Alert customers they can park next door at the church everyday except Sunday

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

01:31:01
Store provides self scanners, that let's you scan your groceries as you go

01:31:11
Suggest items previously purchased

01:31:14
An app your phone to scan barcode to avoid line.

01:31:21
The list can import into the app

01:31:25
Something in app that can map out the optimal grocery in-store route to get groceries the most quickly

01:31:29
can create an app that repopulates

01:31:30
subscription service for regular items

01:31:30
Convert lists to online shopping cart so checkout is easier

01:31:36
app prepopulates items

01:31:36
mobile app with shoppers ‘list’

01:31:37
go shopping for her

01:31:38
Subscribe and save, similar to the Amazon feature

01:31:39
Smart shopping list

01:31:39
regular list subscription

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

01:31:40
the app can suggest related items?

01:31:40
alexa app use suggestions

01:31:41
Instacart does this

01:31:42
Autofill / recommendations

01:31:44
Suggest items previously purchased

01:31:44
Repeat items list

01:31:48
Start with past lists already set up

01:31:51
auto fetch the previous list

01:31:52
order again option

01:31:52
Give them list of commonly purchased items or previously purchased

01:31:52
Voice in instead of type in your list

01:31:53
Save the shopping list and suggest it for next time, with a reminder of when the next shopping will be

01:31:54
previous order list

01:31:54
scan receipt for collection

01:31:55
notification when a frequent item is on sale

01:31:55
Move items automatically above what may be alphabetical

01:31:59
Discounts on frequently purchased items

01:31:59
ie of you add marinara sauce to your list, the app may suggest pasta, onions, peppers, garlic bread?

01:32:00
Scan receipts

01:32:01
tick boxes

01:32:03
A grocery list per recipe that links items together

01:32:04
One tap ADD for regular items

01:32:05
include instore location with in app shopping list

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

01:32:08
convert past receipt to a new list

01:32:15
Offer discounts for subscriptions (sorta like Chewy’s service)

01:32:17
Based on shopper preferences, such as ‘healthy options’. App will push / recommend healthy products. Highlight those on promotion/sales

01:32:19
click and collect

01:32:24
Scan receipts, capture SKUs

01:32:28
Use AI to create a list based on items she rebuys

01:32:30
Voice to list instead of typing list

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

01:32:42
Instacart does this, but if something is out of stock, app suggests similar items in stock

01:32:46
Use purchase history to suggest usual items, but sprinkle in with other alternatives so as not to creep them out

01:32:54
Suggest meal plans based on what she ordered before so her groceries and meal planning is done at once

01:32:55
clip coupons for items on list automatically

01:33:04
list specials in her list to get her excited

01:33:09
Interactive list that prioritises/prompts you to collect items based on location within store

01:33:13
Different family generations usually have a lot of shopping brands that overlap

01:33:14
Shoppable recipes - choose meals and it auto-fills a shopping list

01:33:16
hybrid personal shopper/in-person model (you make a window, they prep your cart

01:33:23
recommended list

01:33:24
free chocolate!

01:33:41
reserved personal shoppers

01:33:42
Yes love TJs!

01:33:44
Recommended list

01:33:45
suggest recipes for items on list, if user likes recipe suggest adding all recipe ingredients to cart/list

01:33:46
suggested items from last shopping experiences…was that mentioned?

01:33:47
I love samples at the market.

01:33:47
Add related recipes to list of groceries you buy

01:33:48
TJ’s would pass out chocolate during holidays when there are long lines

01:33:48
Voice enable search. their hands may be full!

01:33:54
Have her/his groceries pre-packed for when they come in store

01:33:56
Hitting Trader Joes!

01:33:59
oooo pretty

01:34:07
valet checkout :) for in store long queues while customers wait in their cafe

01:34:09
What’s step 7 again?

01:34:09
I love the free trader Joes coffee !

01:34:44
I haven't shopped in store since March...no free coffee for me :(

01:34:48
#7…Brainstorming Options w/ Team

01:34:54
^ thank you!

01:34:57
This was so great ! Sad I have to leave early but thank u so much for teaching us today :))

01:35:04
Question, how developers contribute with the user journey map, specially when spotting opportunities for improvement?

01:35:09
I have to leave - thanks so much!

01:35:58
Nice...is that a template we can access?

01:36:21
Awesomeeee!!!

01:36:44
Miro comes with templates too, for free

01:36:54
Adobe X what?

01:36:56
Lots of that in Miro too!

01:36:58
Wowed

01:37:11
your audio got all messed up

01:37:20
what tool is this, pls?

01:37:31
adobe XD

01:37:34
Whiteboard, Plugin in XD, Reka

01:37:46
This is amazing! I didn’t realize XD had all this. Will make my presentations much more streamlined!

01:37:46
Is this a pretty standard layout outside of XD?

01:37:47
She said Adobe Whiteboard XD

01:37:52
Does this auto populate from Miro or are you manually transferring info?

01:37:52
thanks

01:37:56
Love that too

01:38:05
FYI, all Adobe Max 2020 sessions are free - tons for AdobeXD https://www.adobe.com/max/2020/sessions.html

01:38:09
once this is all created - who do you share this with?

01:39:13
Thanks;

01:39:14
QUESTION: Do you ever include Marketing / Advertising as part of this Journey?

01:39:25
^good question

01:39:26
One of you has their microphone on. This create a noise for Elize.

01:39:26
+1 Ruben, I have the same question

01:39:34
do these maps also work well in the enterprise ux design?

01:39:35
Thank you

01:39:38
how does this information help us communicate with developers?

01:39:40
how we can get recording of this journey mapping?

01:39:55
Done already!!!

01:39:56
CAn we get this powerpoint?

01:39:57
Thanks Elize!

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

01:40:01
Thank you and have a nice evening.

01:40:02
It's over... this was great..I can't believe its free

01:40:03
awesome thank you!

01:40:07
I would love to connect with everyone on LinkedIn: https://www.linkedin.com/in/shannonchristmas

01:40:07
thanks elize!

01:40:08
Thank you!

01:40:11
ga.co/freefridaysurvey

01:40:11
Thank you Elize, great workshop!

01:40:12
wonderful wonderful training, thank you

01:40:12
amazing Elize!

01:40:14
Thank you

01:40:15
Thank you, I’ll be at the next one! I learned so much

01:40:17
Amazing!

01:40:18
Thank you!

01:40:18
Thank you!

01:40:18
such an amazing presentation! Thank you Elize!

01:40:20
Thank you!

01:40:21
thank you, that was an amazing session!

01:40:22
Thank you!

01:40:22
Thank you!

01:40:23
You made me love UX even more. Thank you

01:40:23
how do you sign up for the mentoring

01:40:23
Thank you so much for your valuable time.

01:40:25
Thanks :)

01:40:26
Thanks so much, really useful

01:40:28
thank you so much! a great session :)

01:40:31
thank you so much!

01:40:32
Thank you!

01:40:33
Thank you! Excellent content!

01:40:38
Thank you, Elize!

01:40:41
Thank you! Ciao

01:40:44
pls contact information

01:40:44
thanks fyi

01:40:45
I’m doing the workshop on wednesday

01:40:45
Thank you! you are a great teacher!!

01:40:49
This was great! Thank you!

01:40:51
Great exercise, Elize!

01:40:52
This was awesome and very engaging chat too! Looking forward to the User Research Methods workshop!

01:40:53
Thank you! Very worthwhile

01:40:57
thank you

01:40:57
Thank you

01:40:57
Thank you

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

01:41:04
What is the next workshop about?

01:41:07
Love your dream catcher.

01:41:08
can you briefly go over some of the other commonly used journey map systems?

01:41:10
is there a survey for this workshop?

01:41:10
Please, display your contact info slide again, please

01:41:37
This was such great information!! Thank you for your time, Elize!

01:41:41
thank you Elize - great energy!

01:41:55
OK the noise come from the earring bumping into the AirPods.

01:41:58
any one got contact info? I have to leave

01:42:01
Yes, great energy!

01:42:08
Thank you for this informative and helpful session! I will be using this next week for a team meeting!

01:42:13
Thank you, this was great.

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)?

01:42:26
Did I miss where the next workshop is linked?

01:42:37
Twist the AirPods to the front toward you mouth

01:42:43
Great class thank you.

01:42:46
Question: your website is amazing! Curious what platform used to design it?

01:42:57
Thanks Elize - really good session and you're very engaging. Could you share the deck please? Thanks

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

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

01:43:10
recording!

01:43:12
?

01:43:19
elize@elizeux.com

01:43:28
Great idea Shannon, let's connect with you guys on LinkedIn: https://www.linkedin.com/in/rekatokoli

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

01:43:32
Can you talk about how one might take a customer journey and translate it into individual user flows?

01:43:34
https://www.linkedin.com/in/nina-grauer-3b3021115/ I’d love to connect with everyone too!

01:44:00
Excellent content! Thank you for your time!

01:44:04
To validate ROI

01:44:22
Love to connect https://www.linkedin.com/in/adeelsadiq/

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.

01:44:33
Thank you so much! Awesome session. Gotta run. See you next week.

01:44:42
http://linkedin.com/in/anjelicaflorendo

01:44:51
thank you Elise. Great Session! Happy Thanksgiving!

01:45:00
Happy to connect with others too! https://www.linkedin.com/in/lori-a-edwards/

01:45:00
Thanks so much for this informative session!

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.

01:45:48
thank you also to Matthew who was holding it down in the Q&A!

01:45:58
Great webinar! Thank you so much, Elizé

01:46:03
Would love to connect with all of you, too. www.linkedin.com/in/jonialvarez-mshc

01:46:08
https://www.linkedin.com/in/marijaodineca/

01:46:14
could it be applied to film productions?

01:46:17
All about improving the customer experience: https://www.linkedin.com/in/schwenkgeo/

01:46:23
Thank you so much, it was very instructive

01:47:04
Elize would you share you LinkedIn contact

01:47:06
Thank you so much, so informative and fun!

01:47:14
https://www.linkedin.com/in/amir-hossein-ajami/let's connect guys

01:47:28
I work in Product for the Financial Service based in Toronto. Would love to connect with you guys on LinkedIn

01:47:29
www.linkedin.com/in/calvinjlzhai

01:47:34
love to connect too https://www.linkedin.com/in/vanessa-catarina/

01:47:49
Any advice for someone starting out?

01:48:26
Thanks a lot for the workshop and for the energy! :D

01:48:49
hahah! Thank you for the honest feedback

01:49:04
Thanks, Elize! Really appreciate this class and your positive energy. Happy Friday!

01:49:06
Love to connect with you all!

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/

01:49:08
https://www.linkedin.com/in/mehak-rajkhokar-73117a118/

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

01:49:14
Thank you!!

01:49:15
Thank you, very good and ueful

01:49:22
where is the invite for the mentorship

01:49:24
Elize, I'm DMed you on IG about the group mentoring next week!

01:49:26
Excellent workshop Elize!

01:49:29
Thank You

01:49:36
ga.co/freefridaysurvey

01:49:36
https://www.linkedin.com/in/evalorraine/

01:49:38
Picked up some great stuff today. Whiteboard plugin! Miro! Straight up good thought processes. Thank you

01:49:40
This session and your energy is really great!

01:49:41
I gotta go! Thanks again, I’ll attend the next one. :)

01:49:43
thank you so much. love this session I’m following you on YouTube :D

01:49:43
Thank you!! Really appreciate you hosting this workshop, Elize!

01:49:47
Thanks Elize, This was excellent! Look forward to joining you for the Research session.

01:50:06
you’re amazing Elize!

01:50:10
This was a great workshop Elize, thank you!

01:50:13
Thank you for everything. Been really insightful and learnt a lot of new stuff :)

01:50:17
I work in Recruiting and Employer Branding, happy to connect with you: https://www.linkedin.com/in/sarahkauk/

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/

01:50:29
Thank you Elize!

01:50:34
Thank you. Can’t wait for the recording since I had to come late!

01:50:35
Thank you so much Elize!

01:50:42
ga.co/freefridaysurvey

01:50:57
Thanks Elize

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 :(

01:51:09
Would love to connect on LinkedIn! https://www.LinkedIn.com/in/anthonyfinamore

01:51:41
How much would you typically charge for a UX+UI project?

01:51:42
Here is the link that I found: https://www.eventbrite.ie/e/elizes-free-group-mentorship-november-tickets-129746480215

01:51:49
Jotform is quite good too

01:52:22
Thanksss

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?

01:53:02
Thank you for answering my question, Elize!

01:53:11
Thank you for the great workshop! This was so helpful!

01:54:06
It sounds like 5-8 people is the standard industry size for customer interviews?

01:54:12
thx Elize and GA!

01:54:13
Does customer journey mapping help if you already have a solution based on their problems but not their journey?

01:54:37
This was very helpful, Thank you

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?

01:54:46
how do we get into your mentorship?

01:55:46
You are a star, Elize. Thanks for the content.

01:56:29
What is your pitch for getting people to help with journey maps?

01:56:44
Can we still do your mentorship workshop if we just want to observe?

01:57:14
Thanks Elie and all who contributed !

01:57:46
Its for a beauty wellness- CPG startup

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?

01:58:14
elize@elizeux.com

01:58:28
Hi I had an unexpected important call during this. Is there going to be a recording?

01:58:36
Great webinar! Happy Friday people! 🙂

01:58:43
sprolesurf@aol.com

01:59:13
Hello! I am not seeing the email address or websites.

01:59:18
@JMadison Happy Friday to you!

01:59:27
I did not get your email address. Could you send it again?

01:59:29
Thanks so much for this workshop!!

01:59:42
elize@elize.com

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

01:59:52
Thank you

01:59:58
Thanks

02:00:10
Just registered for the workshop and the mentorship session. I’m excited!

02:00:11
Thank you so much for your workshop, you made UX design interesting and informative!

02:00:12
What about the group mentor ship thing?

02:00:29
great question

02:00:49
Elize, the email I have of you is different.It says elize@elizeux.com

02:00:50
Please (re)send the link for the workshop evaluation. Thanks

02:00:59
ga.co/freefridaysurvey

02:00:59
is your email actually elize@elizeux.com?

02:01:26
Thank you!

02:01:28
Thanks so much!

02:01:29
thank you very much!

02:01:29
thank you!

02:01:29
Eliz’e & GA thanks for the FREE + engaging learning experience! E - I felt your good vibes all the way to Austin :)

02:01:32
Thank you Elize! fantastic

02:01:32
Thank you! Very informative.

02:01:33
thank you for the session

02:01:35
thank you!

02:01:36
Thank you!

02:01:36
thanks so much

02:01:38
thank you.

02:01:40
thanks!

02:01:40
Thank you Elize!!

02:01:42
Thank you so much! It was great

02:01:45
AMAZING!!!!!! THANKS ELIZE AND GA!!!

02:01:46
Ya I thought you said elize@elizeux.com??

02:01:47
Outstanding content, thank you, Elize!

02:01:48
Thanks a lot, this was fantastic!

02:01:54
this was awesome Elize, thank you!!!

02:02:03
Thank you !!!

02:02:04
Thank you

02:02:11
Thank you Elize, this was such a helpful refresher!

02:02:24
yes, elize.com is a whole different thing

02:02:26
Please resend the survey

02:02:32
great webinar!!!

02:02:40
Thanks Elize and Matthew!

02:02:40
resend the survey

02:02:44
Thank you Elize, fantastic session!

02:02:45
Thank you!

02:02:46
Thank you Elize. Great session

02:02:49
Elize.com can’t be right

02:02:51
Thank you!!

02:02:53
Thank you Elize and Matthew! This was so helpful to come. :)

02:02:54
could you please also send q and A copy?

02:02:55
thanks

02:02:57
thank you!

02:03:00
elize@elize.com

02:03:00
Thank you :)

02:03:02
Thank you so much!!!! Very informative

02:03:03
elize@elizeux.com

02:03:04
I am not seeing the link

02:03:06
Thank you!!

02:03:09
Send to attendees

02:03:16
ga.co/freefridaysurvey

02:03:21
It was absolutely helpful, thanks a lot

02:03:24
elize@elizeux.com

02:03:45
:)

02:03:52
Thank you!!!

02:03:53
Thank you for the session!

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

02:04:01
Have a great weekend!

02:04:03
Thank you!

02:04:06
Yes this was a good class

02:04:06
Thank you!

02:04:07
thanks

02:04:09
thanks!

02:04:09
bye

02:04:10
Thanks!