Knowledge Quadrant and Better Journey Maps

First we’ll learn Debbie’s “Discovery Phase Knowledge Quadrant,” a great exercise to run with any team and project. It gathers everything we wish we knew or are guessing so that we can replace guesses and unknowns with evidence and data. Seeing how much they don’t know will help teams realize the importance of collecting research before pushing forward with wasteful cycles of guesses and failures.

The KQ is then the foundation for our research goals. When Researchers deliver the answers to most or all of these questions, you’ve shown the value of research (without another UX Evangelism slide deck). Teammates and stakeholders had questions; Researchers discovered detailed answers and insights.

You’ll learn how to prepare, facilitate, and take action on a KQ exercise.

After a short break, we’ll take an audience-participation look at why most Customer Journey Maps range from false to non-actionable. We’ll learn how to improve CJMs, better types of journey diagrams, and improvise a task analysis (just for practice) as a group.