As part of a team project for LIVELab McMaster, we developed a comprehensive client presentation focused on re-engaging participants and strengthening the lab’s public facing strategy. My key contribution was the development of a detailed customer journey map, outlining each step of the participant experience from awareness and sign up to in lab interaction and post visit follow up. This map was designed to identify gaps, improve the user experience, and uncover opportunities to build stronger engagement through marketing touchpoints. The final presentation was shared directly with the client and helped guide future participant recruitment and retention strategies.

Credits: Emily Albanese, Nick Crawford, Jordan Topan​