https://www.stefanie.works/portfolio daily 0.75 2026-03-30 https://www.stefanie.works/portfolio/customer-experience-indicator-banq monthly 0.5 2026-03-30 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/c73c5b4f-98d3-40a2-8ba6-ae5168eee89c/Screenshot+2026-03-30+165623.jpg Portfolio - Stefanie Viens - Standardizing how BAnQ measures the customer experience The image shows a render of a customer experience map hanging above a work desk with a laptop computer on it. The customer experience map shows a linear progression of an eyewear customer going through a purchasing journey and includes their emotional state, different touchpoints where they engage with the eyewear company and positive and negative points at various moments in their experience. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/987a0f97-81a6-4754-bf97-38c998d7d1cd/Screenshot+2026-03-30+165623.jpg Portfolio - Stefanie Viens - Standardizing how BAnQ measures the customer experience - Make it stand out Likert scale to evaluate an in-person service https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/abbcbc3d-5071-43e4-9d6b-714c512951f2/Processus-indicateur.jpg Portfolio - Stefanie Viens - Standardizing how BAnQ measures the customer experience - Make it stand out Reflecting on the development of the indicator https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/8cefad78-40c8-48fd-8325-0c091cd279c5/Strate%E2%95%A0%C3%BCgie-mesure.jpg Portfolio - Stefanie Viens - Standardizing how BAnQ measures the customer experience - Make it stand out Reflecting on the evolution of the indicator https://www.stefanie.works/portfolio/actionable-personas-for-a-library monthly 0.5 2026-03-29 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738806742815-4KW9SN603J7KIOYCPTN3/capture-cartes-sommaires.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/01a2fe88-35c7-4113-a83f-e28b0cd8f553/MAJ+Personas_besoins2.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/42c83163-961d-47a3-a50e-0230152fe62d/MAJ+Personas_categorisation.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/e619c965-0f6a-4aa6-9978-bc0f4812b243/MAJ+Personas_revision.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/5553329f-3eb9-442f-82ec-27ff5d1abacb/MAJ+Personas_brouillons.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738805806533-5TT6BS5I3LG6NE3XSW7B/capture-fiche-detaillee.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Excerpt of a detailed persona Each persona has it’s detailed profile with information about their motivations, interests, the likelihood that they might be interested by various things, their technological profile and their use of the services, etc. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738718651349-380AIONZVCW8FIYCRI44/capture-parcours.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Excerpt of persona journeys We created the persona journeys to contextualize the details from the profiles within the different stages of their use of BAnQ services. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738805983972-R93P975OSKI26HPDIXO2/capture-exemples-personas.jpg Portfolio - Stefanie Viens - Creating actionable patron personas for a library and archive. - Excerpt of a persona example We found internal teams struggled to let go of the idea of specific people that they could imagine interacting with. So we provided examples of how different personas might manifest. https://www.stefanie.works/portfolio/customer-experience-wayfinding-archives monthly 0.5 2025-02-06 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/a0376174-7274-45ee-bd7f-cc607386885c/IMG_0648.jpg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/c848da7d-430a-4527-889f-60b3024435c1/Process.jpg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. - Make it stand out Whatever it is, the way you tell your story online can make all the difference. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/16cf0c26-d586-4249-bae0-a5b37283b194/Maps.jpg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. - Make it stand out A sample of our annotated floor plans https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738807770609-EESB6HYYM5MV4ACBCPYH/Screenshot+2024-11-24+201110.png Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738807771043-E8DPNTRRUDXPDU2MSD5Y/Screenshot+2024-11-24+201206.png Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1738807772077-FUI0R78QQOF52525U18S/Screenshot+2024-11-24+201405.png Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1732498419310-415HGTASU3K5N42LM9WB/IMG_0554.jpeg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1732498418944-8I2NN50KMUJLPFJWOW06/IMG_0549.jpeg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1732498432958-Z1KCJCSQUN4K0ZZM4L98/IMG_0582.jpeg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1732498438706-T8NM1HWZXAIFPCZXKA3P/IMG_1486.jpeg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1732498432867-NM6M5K1K9S9DCJFFKIUP/IMG_1485.jpeg Portfolio - Stefanie Viens - Evaluating customer experience and wayfinding for the Montreal Archives. https://www.stefanie.works/portfolio/customer-experience-map-b2b-pharma monthly 0.5 2024-11-25 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/f693d7e0-ca59-466e-8a85-1738734aa4bf/mck-cx-cover.png Portfolio - Stefanie Viens - Mapping opportunities to improve the B2B experience in the pharma sector. The image shows a render of a customer experience map hanging above a work desk with a laptop computer on it. The customer experience map shows a linear progression of an eyewear customer going through a purchasing journey and includes their emotional state, different touchpoints where they engage with the eyewear company and positive and negative points at various moments in their experience. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/88b14e5e-6061-494f-9666-c0e0b039ca8e/CX-Map.png Portfolio - Stefanie Viens - Mapping opportunities to improve the B2B experience in the pharma sector. The rows represent: the B2B customer context (internal considerations or challenges), the customer journey (interactions with the organization and emotional feeling throughout the experience), the organization context (internal challenges and specific constraints), and the friction points and opportunities identified at each stage. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/d5adb4c2-1e65-4f5b-9e65-e841d4fc7977/CX-Themes.jpg Portfolio - Stefanie Viens - Mapping opportunities to improve the B2B experience in the pharma sector. This image shows a page entitled “Customer Motivations” with 4 columns underneath. The first refers to Customer Needs and displays two orange rectangle, one says “Simple RX” and the other “Complex RX”. The second column refers to Customer Focus and has three red-pink rectangles, the first says “Trendiness”, the second says “Value” and the third says “Quality”. The third column refers to Customers Challenges and lists three green rectangles: “Style fit”, “Physical fit” and “First-timer”. The last column refers to Customer Emotion/Mindset and contains four blue rectangles: “Excited”, “Neutral”, “Resistant” and “Dejected”. Underneath the columns is a mad-lib style sentence that reads “I have a blank. I feel blank when it comes to buying glasses. My biggest concern is blank and my priorities are blank and blank”. The rectangles in the four columns have been copied and pasted in the different areas of the mad libs. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/ba38870a-2a29-453b-8d5a-928ecd81de2f/CX-Recommendations.jpg Portfolio - Stefanie Viens - Mapping opportunities to improve the B2B experience in the pharma sector. This image shows the same Customer Journey map that is displayed in the cover image on this page. It shows a linear view of a customer’s journey through the different phases of an eyewear purchasing process and includes the customer’s emotions, their goals at different stages, the touchpoints they interact with, the key insights of each phase and the opportunities for each phase. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/b5e30726-9b4f-4035-8185-10fdef2644a8/CX-Solutions.jpg Portfolio - Stefanie Viens - Mapping opportunities to improve the B2B experience in the pharma sector. - Make it stand out Deux cartes superposées montrant des exemples de solutions proposées. Celle du dessus indique « stratégie de onboarding client » avec des conseils sur la mise en oeuvre d’un processus de onboarding. https://www.stefanie.works/portfolio/eyewear-service-design monthly 0.5 2024-11-25 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/c04aa8f5-9ed8-4889-a44f-909dfe7e8390/artem-beliaikin-1JFYeWW_wME-unsplash.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. Photo by Artem Beliaikin on Unsplash https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1606954975661-AOWT5LGMK6L1E7428WRT/Eyewear-CX-Process Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. The project had 9 main stages: our first order of business was to interview main stakeholders. Then, to better understand the retail experience we (2) observed the in-store experience and intercepted customers and (3) interviewed in-store employee teams. To understand the digital experience we (4) reviewed analytics for digital channels including the company’s website and social media and also (5) interviewed the ecommerce Customer Support team. Getting to understand the brand experience involved (6) creating and sending a large-scale customer survey and interviewing VIP and niche customers. As we started to synthesize insights, we (7) created a customer persona system, (8) mapped the full customer experience and (9) documented our recommended interventions. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608321278890-DST9RFAPG6VFJLPQEZXI/Eyewear-Interview-Videos.png Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. A screenshot taken from a recording of a customer interview for this client. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608321360848-53UVX6DMMVILDQ7BCS44/Eyewear-Analytics-Usability.png Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607041647986-0DGXTL9OPA5P5BM3L3Z2/Eyewear_Persona_System.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a page entitled “Customer Motivations” with 4 columns underneath. The first refers to Customer Needs and displays two orange rectangle, one says “Simple RX” and the other “Complex RX”. The second column refers to Customer Focus and has three red-pink rectangles, the first says “Trendiness”, the second says “Value” and the third says “Quality”. The third column refers to Customers Challenges and lists three green rectangles: “Style fit”, “Physical fit” and “First-timer”. The last column refers to Customer Emotion/Mindset and contains four blue rectangles: “Excited”, “Neutral”, “Resistant” and “Dejected”. Underneath the columns is a mad-lib style sentence that reads “I have a blank. I feel blank when it comes to buying glasses. My biggest concern is blank and my priorities are blank and blank”. The rectangles in the four columns have been copied and pasted in the different areas of the mad libs. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607041773006-0ERT06YWXYZT3WI8JBJH/Eyewear_Experience-Map.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows the same Customer Journey map that is displayed in the cover image on this page. It shows a linear view of a customer’s journey through the different phases of an eyewear purchasing process and includes the customer’s emotions, their goals at different stages, the touchpoints they interact with, the key insights of each phase and the opportunities for each phase. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608320337132-S3FFL1RJ66GJTN1S2CPT/Charco+-+Send+Email.png Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608320375481-W6QQ6L0PM251W3XYA7UU/Charco+-+Mobile+Life.png Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608320427905-OHQUY9QRJOKEG13MWE1H/Charco+-+Good+Job.png Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608320396727-EZEKFHCWUQR87FDHVY2J/Charco+-+Education.png Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607043099963-3GNC4YRI6LL05P5SKGJZ/Eyewear-CX-Process Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This part of the project had ten phases: first we stakeholders again - more specifically about the app, as well as employees who used the app, (2) we documented in-store service and requirements in more detail, (3) we created employee personas to better understand employee roles and tasks, (4) we mapped out the initial architecture of the app and low-fidelity wireframes, (5) we regularly tested our wireframes with employees in a click-through prototype format, (6) we reviewed these wireframes and made improvements based on our usability tests, (7) we worked on the initial UI and visual direction, (8) we held regular validation sessions to validate the UX and UI with stakeholders, (9) following those sessions we would make UX and UI refinements simultaneously and finally, (10) we compiled a functional document with a component styleguide. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607280476723-KM74QVESOCTAE7746RXI/Eyewear-App-Service-Flow.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a screenshot of a complex flow diagram with different branches of the in-store experience involving customers and retail staff. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607280558952-PWOZ7NEDMO5R57OUU4OX/Eyewear-App-Personas.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows three overlapping pages with an employee persona on each. The personas each display a name, a photo of a person, a quote pulled from employee interviews, descriptions of the employee’s tasks and workflow and what would make their work easier in general, as well as in the iPad app specifically. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607280650114-T4HURK089LBIA07OUJIN/Eyewear-App-Architecture.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a diagram of the information architecture with different square representing different pieces of information in different sections of the app and how each piece links to others. The image also shows a row of wireframes displaying the layout of information in tablet-sized canvases. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607280762127-W3QAKMHHYI4RETND577E/Eyewear-App-Screens-Flows.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows 5 high-fidelity mockups of different screens from the app as they would appear to the end user. There are arrows showing how different interactive elements lead to one of the other screens in the sequence. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607280908242-DY0F75STQSCV7REHSG5E/Eyewear-App-Context-Switching.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows two mockups of iPad app screens with an arrow showing a toggle element in the top left corner of both screens. The screen on the left shows the toggle with “Backstore” mode activated and the rest of the screen displays a field to search for customers. The screen on the right shows the toggle activated with “Service” mode and the rest of the screen displays a chronological feed of what happened today in the store. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608233195343-88IG7L7VNM7L0HZ4Y04H/Eyewear-App-Customer-Profle.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a mockup of an iPad app screen with the title “Customer Portrait”, a dropdown to select “Reason for visit” and the title “Daily activities” with illustrated tiles for “High Screen Activity”, “Sport or Contact”, “Driving”, “Travel” and “Outdoor activities”. The tile “High Screen Activity” is highlighted with a teal colour, indicating that it is selected. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607281065944-POGTQC6W3R19H9LLBM1M/Eyewear-App-Serving-Now.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image displays a portion of an iPad screen mockup showing a sidebar open on the left and the greyed out title “Serving Now”. Underneath “Serving Now” are smaller titles “My Customers” and “Frederique Lapierre”. An interactive component titled “Anonymous A” is being dragged towards the “My Customers” section of the sidebar. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607281133843-UWT0VH7C484EALVWK60B/Eyewear-App-Custom-Checkout.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a portion of an iPad screen mockup with a step indicator displaying steps of the Checkout process: “Item 1”, “Item "2”, “Delivery” and “Summary”. The selected step is “Item 1” and underneath this step the screen displays the name of a frame model, the price ($345) the type of order (Order from lab) and the type of vision (Multifocal). https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607281202266-I4QSJ6PR5RDYNM3Q0FRF/Eyewear-App-Inventor.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a portion of an iPad screen mockup displaying the title “Outgoing” with the description “Boxes and Requests from store to HQ”. Underneath “Outgoing” there is a list of chronological statuses in the format of “Sent: Month, Day, Year”. Underneath each status is a list item marked either Box or Request, with an accompanying number and total of items. The list items also display a tag that reads either “Sent by you”, “Sent” or “Updated”. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607281267607-VRRQQZ35N1FEAGQIE22R/Eyewear-App-Store-Feed.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a portion of an iPad app mockup displaying a screen with a navigation on the left. The navigation indicates that a section titled “Timeline” has been selected. The screen displays a welcome message at the top “Hey Sami Lamba! Here’s what’s new with Everything”. The word “Everything” is also shown to be a dropdown selector with options “Promotions”, “Team”, “Orders”, “Daily Summaries” and “HQ”. The rest of the screen is obscured by a dark overlay. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607043040509-6355O78L7XAQ0GZ0ZLNW/Eyewear-iPad.jpg Portfolio - Stefanie Viens - Designing for complex customer service in eyewear. This image shows a collage of different interfaces designed for a Point-of-Sales iPad application. Some of the interfaces include a screen displaying eyewear frames with their pictures, model names and buttons to add to cart, a screen showing a list of orders that have the status “On hold” and a screen detailing a particular frame model with pictures from the front and the side and a selection of colours. https://www.stefanie.works/portfolio/experience-of-social-involvement monthly 0.5 2024-10-02 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1608322807082-OU37EVRF0XGVSS35RN2H/Cent-degres-Journey-Draft.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. The image shows our original draft of the ambassador journey. It is a photo of a large piece of paper on which post-its of different colours have been lined up in four different rows representing (1) communications, (2) organization events, (3) ambassador events, (4) delight. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607284918286-A31TR4INZMM8CKD10HWG/Cent-degres-Process.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. This project was a shorter mandate with 6 steps : (1) we interviewed stakeholders to understand their objectives, (2) we planned research activities for our potential ambassadors, (3) we held the ambassador research session over the course of a day, (4) we summarized their responses and the discussions that occurred during the activities, (5) we drew up an empathy map informed by the ambassador responses, (6) we mapped the prospective journey of an ambassador being involved in the community and (7) we documented our recommendations for a positive ambassador program experience. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607285395578-TV5W35R7Z162Y9AZVLNG/Cent-degres-Card-Sort.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. - Activities & materials planning This image shows a render of the materials designed for a card sorting activity: on the left a series of cards with prompts on them and two blank cards, on the right a mat with three circles different types of ambassador activities that participants could assign cards to. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607285492849-SBKQ8GROAT6BLM8EGI9K/Cent-degres-Activity-Photo.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. This image shows two side-by-side photos documenting the card sorting activity that would-be ambassadors participated in. Both photos show cards that have been placed into each of the three circles representing different types of ambassador activities. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607285573203-DXY18GE2EMERHDOIEJNB/Cent-degres-Empathy-Map.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. This image shows a render of an empathy map summarizing what our workshop participants heard, felt and saw and what they considered to be opportunities and threats to the success of the ambassador program. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607285636239-TP97WM13KFY3CFTX8Y79/Cent-degres-Journey-Draft.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. This image shows a photo taken of an in-progress journey map, with post-its representing different elements of the journey grouped together on a canvas. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1607285878859-OBTCX5L9V6BTWMZ797BK/Cent-degres-Final-Map.jpg Portfolio - Stefanie Viens - Researching the experience of social involvement. This image is a render of the final ambassador journey map produced for our client. The map is split into rows outlining Communications, Events, Operations and Delight, which we identified as four core aspects of the ambassador experience. In each row we placed relevant moments and touchpoints where Cent degrés can engage with ambassadors and provide value to them. https://www.stefanie.works/portfolio/digital-memorial-ux monthly 0.5 2026-03-29 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1610399115845-E8TQ4PLXFRMRRN085XCB/Cover-2x.jpg Portfolio - Stefanie Viens - Mini Showcase: Digital Memorial Experience The image shows a render of a customer experience map hanging above a work desk with a laptop computer on it. The customer experience map shows a linear progression of an eyewear customer going through a purchasing journey and includes their emotional state, different touchpoints where they engage with the eyewear company and positive and negative points at various moments in their experience. https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1610397464219-GC0L90V7O1V9V0BDE8V5/image-asset.png Portfolio - Stefanie Viens - Mini Showcase: Digital Memorial Experience https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1610397604960-T9OV9TU61CYB3565RYNB/Admin-Memorial.png Portfolio - Stefanie Viens - Mini Showcase: Digital Memorial Experience https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1610397770060-V7DPPMUCRMNJ3IU61CWQ/08_AdminMementos.png Portfolio - Stefanie Viens - Mini Showcase: Digital Memorial Experience https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1610397794915-QADORENALAAEVLLO5OKO/09_AdminMementosB.png Portfolio - Stefanie Viens - Mini Showcase: Digital Memorial Experience https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1610397871556-3QSIM0CXXME0JSP5XZV9/10_AdminMementosC.png Portfolio - Stefanie Viens - Mini Showcase: Digital Memorial Experience https://www.stefanie.works/portfolio/category/Facilitation monthly 0.5 https://www.stefanie.works/portfolio/category/Ideation monthly 0.5 https://www.stefanie.works/portfolio/category/UX monthly 0.5 https://www.stefanie.works/portfolio/category/Service+Design+%2F+CX monthly 0.5 https://www.stefanie.works/portfolio/category/Product+Design monthly 0.5 https://www.stefanie.works/portfolio/category/Product monthly 0.5 https://www.stefanie.works/portfolio/category/Research monthly 0.5 https://www.stefanie.works/portfolio/category/Design monthly 0.5 https://www.stefanie.works/portfolio/category/Service+Design+%26+CX monthly 0.5 https://www.stefanie.works/portfolio/category/UX+%26+UI monthly 0.5 https://www.stefanie.works/portfolio/category/Product+Design+%26+UX monthly 0.5 https://www.stefanie.works/portfolio/category/Design+de+service+et+CX monthly 0.5 https://www.stefanie.works/portfolio/category/Communication monthly 0.5 https://www.stefanie.works/portfolio/tag/UX+Design monthly 0.5 https://www.stefanie.works/musings daily 0.75 2024-11-25 https://www.stefanie.works/musings/making-people-feel-welcome-by-welcoming-their-belongings monthly 0.5 2024-11-25 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/3898ba2e-9296-4b1d-a4d9-70816b071898/Musings_Lockers.jpg Musings - Making people feel welcome by welcoming their belongings. - Make it stand out Closeup photo of a hand holding a pair of black and gold eyeframes with a key attached to them, standing in front of a set of metal school lockers. https://www.stefanie.works/musings/blog-post-title-one-skwt3 monthly 0.5 2024-11-25 https://www.stefanie.works/contact daily 0.75 2024-11-25 https://www.stefanie.works/404 daily 0.75 2020-12-22 https://www.stefanie.works/home daily 1.0 2026-03-29 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/ff4cea21-7654-4e4d-ac08-34e00f515d55/Mapping-complexity.jpg Home https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/9c277384-e332-49b2-a989-b639c91c36d1/Fertile-ground.jpg Home https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/5574a4f3-84d4-48b0-be24-f7a54024a353/Building-understanding.jpg Home https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/960d2d25-8907-4ddb-91ac-6cf683ae68c2/Desgining-long-term.jpg Home https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/1f6e7549-b92d-4844-b46e-19765e8ea5ec/IMG_0954.JPG https://www.stefanie.works/about daily 0.75 2026-03-29 https://images.squarespace-cdn.com/content/v1/5f343634632cd95e7c03e363/789490f4-4c4d-4fe6-9ba1-547a6223efd9/portrait.png