Presentation Title: Behavioral Journey Mapping - Unlock the unseen forces behind inaction, hesitation, and stuck journeys
Date/Time: Thursday, April 24th (12-1PM EST)
Presentation Description: This session will introduce attendees to the difference between traditional journey mapping and behavioral journey mapping, core components within behavioral journey mapping, and barriers of progress related to motivation, ability, and/or attention, all while identifying opportunity points for design interventions.
Key Takeaways:
- Difference between Traditional Journey Mapping and Behavioral Journey Mapping
- The Stages of Behavioral Change
- Five Core Components of a Behavioral Journey Map
- Case Study Example: Behavioral Journey Mapping
- Uncovering Design Intervention Opportunities
Brief Speaker Bio: John Gusiff is a seasoned customer strategist and founder of Customer Centric Solutions LLC, with over 20 years of experience helping Fortune 1000 companies and growth-stage organizations unlock growth by deeply understanding customer behavior. With a unique blend of Jobs-to-be-done research methods, behavioral science, and experience strategy, John equips teams with the tools to identify hidden barriers to progress and design meaningful experiences that drive customer adoption, engagement, loyalty, and advocacy. John has worked with leading brands such as lululemon, Humana, Citibank, Canada Goose, ecobee, GAdventures, Porch.com, and others, guiding them to build customer-centric innovations rooted in real human needs and decision-making processes.
To learn more about John Gusiff, visit: https://www.linkedin.com/in/johngusiff/
To watch this session on demand, click the URL below for the recording:
https://us02web.zoom.us/rec/share/pUp1yVxpfQ3e0LYVsx7kUr_HDyRSiDG4N02e3RxCrKa3-CC2FGh8l_PIn9XENX9Z.7uMpWNoqxATzAVQT?startTime=1745509413000
Recording Passcode: !XP1ME3p
If you have any questions about this or other CXPA Rochester Network events, please contact me!
Enjoy,
Jason Hammel
Rochester, NY Network Lead
Customer Experience Professional Association (CXPA)
Email: Jason.Hammel@excellus.com
LinkedIn: https://www.linkedin.com/in/jasonhammel/
Local Network Website: www.CXPA.org/RochesterNetwork
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