Date: 14 Jun 2022
Where: Southampton

Analysis in Action - Customer Journey Mapping

Our interactive Analysis in Action sessions are an opportunity to take a closer look at a range of methodologies and techniques in action. They offer an opportunity to get 'hands-on' with a new skill, and discuss its use and effectiveness with fellow BAs.

In this session, we'll be trying out the Customer Journey Mapping technique. This method examines processes from the customer’s perspective, and considers their experience (both positive and negative) at key points. The insights provided should allow us to build better customer experiences – a key goal in much of our work as business analysts!

This face-to-face and interactive event will be led by Michelle Shakesheff, Head of Business Analysis at Close Brothers Limited, and is being kindly hosted by Ordnance Survey at their offices in Southampton. Michelle will be supported by Stu Mullinger of IIBA UK and Chris New of Ordnance Survey.

A row of post-it notes.









Event Schedule

17:30-18:00 – arrival and light refreshments

18:00 – welcome and event start

20:00 – event close


Ordnance Survey, Explorer House, Adanac Drive, Southampton, SO16 0AS

Important: Attendees will need to bring photo ID to access the Ordnance Survey office building, and any drivers will need to provide their car registration when booking to use the on-site car park.


About Michelle Shakesheff

Michelle has been leading business analysis teams for many years, and has extensive experience of running communities of practice for both business analysts and project managers in organisations including ING, Zurich and Close Brothers.  She is a longstanding member of the BA Manager Forum and a Chartered IT Professional and has worked with the BCS on a number of their product development panels for BA Diploma modules.  Michelle is a committed advocate for the business analysis profession and has a passion for building and maturing business analysis practices.


About Ordnance Survey

We’ve been mapping Great Britain since 1791, always evolving to meet the needs of the nation. We create, maintain and distribute detailed location information for Great Britain. We record and keep 500 million geospatial features in the Ordnance Survey (OS) master map up-to-date. Innovation is at the heart of everything we do. Our experts are not only on the cutting-edge of collecting, maintaining and distributing data, but continually seek new and relevant ways for customers to get the best from it.


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