Principle & Practices for Journey Maps

Journey maps are rich with insights and potential—but too often, they land with a thud. Initial excitement fades, follow-up actions stall, and the map ends up gathering dust while business-as-usual resumes.
So how can we ensure our maps actually drive change?

In this session, Learn—a US-based UX/CX Researcher, Strategist, and self-proclaimed journey mapping nerd—shares what she’s learned from interviewing 75+ practitioners and stakeholders about the highs, lows, and learnings from real-world journey mapping. Drawing on those conversations and her own extensive experience, Julie will walk through five core principles and best practices for journey maps that deliver lasting impact.

Whether you’re in-house or independent, brand new to journey mapping or a seasoned pro, you’ll leave with an understanding of why journey maps fall short—and what you can do about it.