Experience Mapping with Jim Kalbach: New Trends and Directions

In this session, Jim Kalbach, the author of Mapping Experiences and Chief Evangelist at MURAL, sheds light on experience mapping and its trends. Jim covers facilitation, mapping the employee experience, and other directions experience mapping is heading. The session was followed by an interview with Yuri Vedenin, Founder of UXPressia. 00:00​ — Intro 01:03​ — Customer experience and mapping 07:00​ — 5 trends of experience mapping 07:26​ — Facilitation 11:00​ — Multichannel experiences 13:56​ — Journey management 16:54​ — Employee experience 21:34 — Design for the greater good 26:27 — JTBD Toolkit 27:07​ — Interview with Yuri Vedenin, Founder of UXPressia 29:00 — Different levels of journey maps 33:55 — Multiple persona journey maps 35:55 — Changes in mapping after COVID 41:53​ — Top-3 problems preventing people from starting customer journey mapping activities 45:50​ — Q&A: Tips for journey mapping