Journey Maps with Impact: Principles & Practices that Drive Change [Replay]

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.

What You’ll Learn

• How to choose the right type of journey map for your goals — including which elements to include and when to use each format

• How to tailor your journey maps based on who they’re for, what they need to show, and how your team works

• Research methods (both qual and quant) to inform, validate, and strengthen your maps

• Hands-on tactics to make your maps more collaborative, usable, and built to last beyond the workshop wall

• Workshop ideas and facilitation tips to help your team activate and tell compelling stories with your maps

• Key actions to take at every phase — from scoping and stakeholder buy-in to rollout — to ensure your journey mapping work drives real impact