Maren Hotvedt is a Lead Experience Designer at Atlassian, where she focuses on the optimization of complex end-to-end customer journeys. She's excited about the potential of Service Design to transform businesses and industries and co-founded Atlassian's Service Design Community of Practice to provide a forum for people to share knowledge and experience. On the side, she is also a regular guest debater on Work Check, a podcast debating the pros and cons of modern workplace practices.
As businesses grow, so does complexity. Silos deepen, dependencies increase, and the sheer volume of people, teams, and projects grows. Journey map operations - the practice of identifying, mapping, and regularly reviewing key customer journeys with leadership - has the potential to reduce this complexity. But it’s not easy to get to the point where you understand (and agree on) your key journeys, have them mapped consistently, or have a good review process established. This talk will break down Atlassian’s approach to embed journey map ops and how the practice is yielding benefits for customers and the business.