Using Student Experience Mapping to Improve Your Program

Thursday | June 21 | 2012 | 2:45 pm - 4:00 PM
Michigan B, 2nd Floor

Experience mapping is an innovative research method that traces the journeys customers take as they receive a service from an organization; the goal is to improve customer satisfaction by reducing the journeys’ emotional low points and maintaining the highs. In this session, University of Virginia Professor Jeanne Liedtka will illustrate how the Darden School of Business implemented an experience mapping project to explore the student experience. She’ll share details on the surprising insights gained and discuss how you might use this approach at your own institution.

  • Jeanne Liedtka, Professor of Business Administration, Darden School of Business, University of Virginia
(Repeated at 2 pm Thursday)