Farrah Buhaza, senior success architect at MURAL, shares how to lead user interviews and journey mapping to gain deeper and richer understanding of your customers by identifying what's going well, where the issues lie as well as opportunities to drive toward improved experiences, greater customer satisfaction, revenue growth and higher market share.
This session included:
- Guidance for leading an effective customer interview
- How to structure a customer journey mapping session
- Tips for synthesizing and prioritizing findings