CJM Meetup at MegaFon - how it was and what we talked about (video reports)
Hi, Habr! My name is Volodya Zimin, I - Acting design director at Alfa-Bank. A few days ago, on August 23, colleagues from MegaFon held a useful meeting in our office, where we discussed CJM.
CJM, also known as Customer Jorney Map, helps to understand how a user interacts with your service. No matter how you conceive this service in terms of design and interface, an inquisitive user will always find a place to stumble, push something wrong, or just sit and feel uncomfortable.
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CJM allows you to see these places, do the necessary research (this is important), and then fix everything that should be fixed.
My report was called “How to use the potential of CJM to the maximum: typical mistakes made by UX-designers and product managers - an expert look from the inside”.
I tried to talk about why, in principle, it is important to talk with users and listen to their advice, why it is harmful to neglect the context and something else that will help squeeze out as much useful information from CJM as possible.
Under the cut - a video with the report (as well as reports from colleagues from MegaFon, Octoberry and the Boston Consulting Group) and presentations.
A presentation can be viewed here .
Natalya Ptaxa Sprogis , Head of the MegaFon Client Experience Research Laboratory, with the report “Factory for the production of CJM, or the complexity of implementation in a large company”.
Natalia told about how CJM is implemented in MegaFon in the launch processes of all products, how they searched for the perfect CJM format and how it is used in principle.
PS There are problems with the insertion of the same video with different timing started in the post, if you have all 4 videos - my report, I duplicated with the text the beginning of each speaker’s speech.
Natasha's talk starts from 1 h 20 min
Presentation here .
But Magomed Yandiyev , UX-analyst from the company Octoberry, and his report “Come on undress, or what the customer journey map can say about your company.”
He believes that CJM can tell a lot not only about the product user, but also about the company itself.
We look from 57:54
We also had Vladimir Melnikov , Head of CX, Boston Consulting Group. Customer Journey, "Hype Cycle and the Dunning-Kruger Effect in CJM Implementation in Project Work."
From the video you will learn what and how Volodya personally uses on his projects (and why not all this can be called CJM), and also you will see successful examples of CJM implementation. And not only.
Watch the video from the beginning.
Volodya's presentation is here .
If you do not like the presentation - you can just ask your questions in the comments.
Have a nice day.
CJM, also known as Customer Jorney Map, helps to understand how a user interacts with your service. No matter how you conceive this service in terms of design and interface, an inquisitive user will always find a place to stumble, push something wrong, or just sit and feel uncomfortable.
')
CJM allows you to see these places, do the necessary research (this is important), and then fix everything that should be fixed.
My report was called “How to use the potential of CJM to the maximum: typical mistakes made by UX-designers and product managers - an expert look from the inside”.
I tried to talk about why, in principle, it is important to talk with users and listen to their advice, why it is harmful to neglect the context and something else that will help squeeze out as much useful information from CJM as possible.
Under the cut - a video with the report (as well as reports from colleagues from MegaFon, Octoberry and the Boston Consulting Group) and presentations.
A presentation can be viewed here .
Natalya Ptaxa Sprogis , Head of the MegaFon Client Experience Research Laboratory, with the report “Factory for the production of CJM, or the complexity of implementation in a large company”.
Natalia told about how CJM is implemented in MegaFon in the launch processes of all products, how they searched for the perfect CJM format and how it is used in principle.
PS There are problems with the insertion of the same video with different timing started in the post, if you have all 4 videos - my report, I duplicated with the text the beginning of each speaker’s speech.
Natasha's talk starts from 1 h 20 min
Presentation here .
But Magomed Yandiyev , UX-analyst from the company Octoberry, and his report “Come on undress, or what the customer journey map can say about your company.”
He believes that CJM can tell a lot not only about the product user, but also about the company itself.
We look from 57:54
We also had Vladimir Melnikov , Head of CX, Boston Consulting Group. Customer Journey, "Hype Cycle and the Dunning-Kruger Effect in CJM Implementation in Project Work."
From the video you will learn what and how Volodya personally uses on his projects (and why not all this can be called CJM), and also you will see successful examples of CJM implementation. And not only.
Watch the video from the beginning.
Volodya's presentation is here .
If you do not like the presentation - you can just ask your questions in the comments.
Have a nice day.
Source: https://habr.com/ru/post/421667/
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