// This is a session at Innov8rs Atlanta, 22-23 March 2018

All speakers and sessions here: https://innov8rs.co/atlanta/speakers-sessions/ //

Unlocking New Value Through Customer Experience Mapping

This interactive Master Class introduces THRIVE’s system of experience mapping for product and service development. Participants will be introduced to the tools and analytical techniques of contextual inquiry, experience mapping, and opportunity identification. They will then apply them to a simulated product or service scenario in real-time. The final activity will be to analyze the overall experience as a journey from a single or multi-stakeholder perspective, uncovering pain points, needs, and moments of truth, and identifying opportunities, interventions and strategies for value creation.

You will learn:

  • How to capture the behaviors, flows, and the emotions of people in a real-world context over the course of a defined experience
  • How to visually map the interactions between stakeholders
  • How to identify and contextualize the unmet needs of your target audience
  • How to identify gaps in the experience, and how to use them as a basis for identifying new opportunities

Who should attend?


Anyone who is responsible for, or involved in, the development of new services and products. This includes professionals who are currently serving as (or aspire to be):

  • Marketers and Consumer Insights Specialists
  • Product & Service Designers
  • Researchers & Innovation Strategists
  • R&D Directors
  • Customer Experience Officers (CXO)
Jonathan Dalton

CEO & Co-Founder at THRIVE

Trent Kahute

Chief Creative Officer & Co-Founder THRIVE

Bradley Bergeron

Customer Experience Strategist at THRIVE

As the CEO and Co-founder of THRIVE, Jonathan helps clients achieve business objectives and redefine markets through user-centered products and strategic brand design. He’s expert at helping organizations see what people will want in the future and helping development teams manage the change to meet those needs.

Jonathan speaks regularly around the globe on people-centered consumer research and innovation, and he brings a rare balance of design sensibility and strategic thinking to development programs—deciphering user needs and desires and connecting brand with product strategy.

Jonathan’s career has spanned a number of continents and design disciplines. He worked for the Electrolux Group in Europe before joining internationally renowned ZIBA Design in the United States, where he led strategy, research and product development programs.

Before forming THRIVE, Jonathan was the Regional Director for Philips Design’s Consulting Practice in North America. He honed his innovation skills, leading engagements across multiple industries for clients such as AT&T, KitchenAid, GM, Motorola, SC Johnson, Medtronic, DeWalt, Coca-Cola, Intel and more. Jonathan graduated with 1st Class honors in Design for Industry from the University of Northumbria in England.