At 383 we use Friction Mapping to understand as much about the customer journey as quickly as possible, so that we can hit the ground running and start helping our clients design and test new products and services. This is a visual representation of every experience an audience has with a brand, product or service. It helps to detail every step of a customer's end-to-end experience, detailing the tasks along the way, any challenges they might face and what that makes them think or feel.
Friction Mapping has become a reliable standard for gaining tangible customer intelligence, along with an understanding of how we can get a reliable, holistic view of the end-to-end experience fairly rapidly to then use as the framework for ideation. During this workshop, Head of Design Karl Randay and his team will cover:
- What are the different methods for Journey Mapping and where best to use them
- How Friction Mapping can be used as a primer for different kinds of project and client
- How we use common tools and methods to build Friction Maps
- An example of where we’ve used Friction Mapping with clients to understand their customer journeys
- An opportunity to try it out and work together in a design challenge
Outputs of Workshop
This workshop will give you a practical understanding of the potential for using Friction Mapping, how it can benefit a wide range of different projects to spot opportunities and better uncover the customer journey, but also how they can be made flexible and easily scale to suit any situation or client. This will give you invaluable insights into how you can integrate them with your existing processes, run them as part of a Sprint, or find alternative ways of putting them together that better suits your toolset.
- One place at the Friction Mapping workshop at 383 from 10am - 4pm
- All course materials required for the day
- A hearty lunch to keep you fuelled through the day, plus all the coffee and biscuits you can manage
- A take-away summary document from the day to refer back to later
- A ticket to Canvas 2019 on the 10th October
Full day workshop package