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$60 August 22 @ 6:30 pm - 9:30 pm


Learn how to create customer journey maps with Andrew Chak, Head of Experience Design for Wattpad!

To successfully create an offering that dramatically shifts behavior, generates habitual engagement, and promotes a profitable cycle, we must first understand the consumer journey.

Class Description:

Consumer empathy. It’s the key to successful product strategy, design, and marketing. Through it, we find unanswered questions, unmet needs, and idea­ catalyzing behaviors. But building a business, product, or service around a point­-in-­time understanding of your consumer is a strategy destined to fail. To successfully create an offering that dramatically shifts behavior, organically generates habitual engagement, and promotes a profitable viral cycle, we must first understand the consumer journey.

This workshop will teach you a multidisciplinary approach to consumer journey mapping research, design, and implementation. You will leave equipped with the approach, tools, and knowledge to successfully employ consumer journey mapping in product design, service design, marketing, and business design.

About your Instructor: Andrew Chak, Head of Design Experience for Wattpad

  • Leads Design for Canada’s entertainment darling, Wattpad
  • Previous senior roles at Rogers Communications, TD, Klick, etc
  • One of the leading experts in the Toronto community for design

What will be covered:

  • Where and how to find the necessary data and research inputs to customer journey maps
  • Proven consumer journey map design methodologies used for major brands and products
  • How to implement consumer journey maps as shown by real business case studies

Getting ready to attend

A computer is not required for this session – please come prepared to to learn something new about engaging consumers with UX design concepts!

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Accessibility Info:

Entrance is off King Street West, and has a short flight of stairs with railings on each side. Doors are not motorized/automatic.

The building has an elevator with a 34-inch wide doorway. The doorways to each floor are 35 inches wide.

Washrooms are available on each floor, with the facilities on the 3rd floor being gender neutral. There are two narrow stalls in the leftmost washrooms, and one stall and urinal in each of rightmost rooms.

Our classroom tables on the third floor are readily moveable, whereas the table arrangement on the second floor is more fixed.

Please let us know how we can accommodate you within the confines of our space.




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