customer journey mapping. a tool

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Designing the ways we design projects www.with-company.com all rights reserved © IMSHARE - NOVA University Lisboa 2016

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Page 1: Customer Journey Mapping. A tool

Designing the ways

we design projects

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Page 2: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 3: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 4: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 5: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 6: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 7: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 8: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 9: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 10: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 11: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 12: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 13: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 14: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 15: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 16: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 17: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 18: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There’s no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 19: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 20: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 21: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 22: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 23: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 24: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 25: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 26: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 27: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 28: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 29: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 30: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 31: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 32: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 33: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 34: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 35: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 36: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 37: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016 www.with-company.com

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 38: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016 www.with-company.com

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 39: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 40: Customer Journey Mapping. A tool

www.with-company.comall rights reserved ©

IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

Page 41: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016 www.with-company.com

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this Well, I’m a speaker at IMSHARE and I’m already talking, so let me guide you a bit further.

Page 42: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot Did you missed something?

Page 43: Customer Journey Mapping. A tool

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IMSHARE - NOVA UniversityLisboa 2016

Page 44: Customer Journey Mapping. A tool

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Porto Alegre . Brasil . August 2015 . We know from our friend, Fê - a smart girl, trend forecaster - of the existence of IAM - Internet Age Media. A conference occurring in Barcelona that debates the future of the internet. We have a look on their website, looks awkward, confusing and risky. Ok, we subscribe the newsletter. Back in Lisbon, someone pokes IAM on Facebook and after watching some videos promoted on the newsletter, our interest grows. We go back to the website and the strange fresh impression remains. From the looks, through the UX. The early bird annoucement kills us and the feeling of wanting to be part of that experience keeps going up. There are no big names on the speakers list but there’s QUARTZ talking about the digital future of media, a few interesting people debating the digital future of education, arts and museums and...the future of the future. That’s curious. So we bought the tickets from their website in November 2015, months ahead. We felt they could sold out pretty quickly. Even if it turns out to be bad, at least we can revisit Barcelona. The information generated by the organization grows from the beginning of 2016. IAM does a partnership with CANAL 180 in Portugal and the expectation raises. IAM is on TV. April 2016 and Barcelona here we go. We stay at a friends, close to CosmoCaixa - the biggest science centre in town. We get there early but this journey already started 9 months ago, has crossed 3 cities, 2 continents, a lot of channels and touchpoints...and the first speaker haven’t said a word yet.

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We call them

Subjective InfluenceFeelings or human responses (behaviour) generated by passive encountersor active interactions that we like to call events and that are affected by circumstances (time and space).

Well, basically, all the “curious” things that make us stop...and think.

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Sounds a bit complex?

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That was the point.

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That’s because we are trying

to go deeper in meaning.

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It’s important to map, yes.

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But for us a project always starts

before the tool - “journey map”.

That means it’s more important

what to map then how to map.

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It’s important to map, yes.

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

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What are we doing with Fê and Mariana?!

Designing for the banking industry

in Brasil.

www.noone.is

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

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Why are we shadowing that lady?

Saving a fishing wholesale fromdrowning

www.fishingforideas.wordpress.com

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully,

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Why are we listening to Phillip?Because we want to understand why

people don’t care about their hearing.

https://saywhatproject.wordpress.com/

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

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Why are we talking with Fernando?

Because we are designing a digital

platform for his entrepreneurial

ecosystem

www.definelisboa.com

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

Why are we standing?Because we get more active while

understanding how people eat.

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

Why all of this complexity?

So we can make things simple when

defining a businesshttp://with-compa-ny.com/work/its-about-time/

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

Why all of these bubbles?

They are helping decide on the best

branding architecture system.

http://with-company.com/work/fly-ing-over-a-genius-nest/

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business, service, product or brand decisions.

Why a fish?

Because we are testing businesses

by bulding them.

https://www.instagram.com/peixari-acentenaria/

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions

Why so many post its?

Because they are part of a cultural

change process.

This is a client office.

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It’s important to map, yes. But it’s

even more important to be always

aware, to observe deeply, to listen

carefully, to question everything and

everyone, to feel amazed by patterns,

to infer, analyse, judge, to try new

stuff, to test it and to be able to

extract meaningful conclusions that

will lead to solid business decisions.

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It’s important to map, yes.

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But for us, a customer journey map

it’s not a project, it’s a tool.

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And a strategic design project it’s not

a tool, it is a journey of attention.

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For 5 more minutes of your

attention.

Who are we and how

did we get here.

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https://fishingforideas.wordpress.com/2012/03/15/summary-4th-day/

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That was more than 4 years

ago, after a one year

Design Thinking course

in Berlin.

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We had two options:

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Two possible ways for DT

> Inspiration

> Integration

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99% does this and so do we

Workshop

Facilitation> Inspiration

>

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> Integration

our drive and focus

hearing technologiesGmbH>

2-6 Months

Projects

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Why is that?because we want our clients

to experiment the same imersive

and transforming experience

we had at Stanford Dschool HPI

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andby doing that

re-arrange their creative

mindset and provoke

innovation

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Summing-up

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Most important that what Design

Thinking is for us, it was

what it allowed us to - want to - be

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Today we are using him to break

things apart - even customer

journey mapping - and design the ways we design everything

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businesses

services

products

processes

brands

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In the digital and physical space

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we do all of this

not just to be different

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but because we want

our results to be

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www.with-company.com

Thank you.

Rui Quinta

[email protected]

+351 917 441 524