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Journey Mapping Training

Course Description

Journey Mapping Training

Course Description: Customer Journey Mapping (CJM) helps trace a customer’s experience through time, space, and diverse channels. This Journey Mapping Training gives you the expertise to construct robust journey maps, facilitating critical decisions in UX design and CX experiences. Gain insights into the complexities of cross-channel experiences and identify areas requiring attention.

Course Highlights:

  1. Prepare for effective Journey Mapping: Set the stage for a successful journey mapping process. Learn the essential groundwork required before journey mapping.
  2. Conduct Journey Mapping Workshop: Learn to facilitate a productive journey mapping workshop. Gather valuable inputs and insights from stakeholders to fuel the journey mapping process.
  3. Craft a comprehensive Journey Map: Create a comprehensive journey map that captures emotional moments, touchpoints and critical stages of the customer experience. Develop skills to construct a visually engaging and insightful representation.
  4. Implement CJM Insights: Translate insights from journey maps into actionable decisions. Understand how to leverage the journey map to drive positive changes in UX design, Service Design and CX experiences.
  5. Manage journey mapping process: Discover strategies to manage teams and streamline the delivery and governance of Journey Maps. Learn to navigate the challenges of team collaboration and efficient project execution.
  6. Measure journey mapping impact in CX/UX and Service Design: Explore techniques to measure the impact of Journey Mapping on CX, UX, and Service Design. Understand how to gauge the effectiveness of your journey map and its contributions.

Course Format: The course combines a hands-on workshop format with peer activities and group discussions.

  1. Preparing your journey mapping process
  2. Running a journey mapping workshop
  3. Creating the journey map
  4. Implementing CJM insights and decisions
  5. Managing Teams & delivery of CJM
  6. Measuring CJM success in CX/UX and Service Design
Learning Objectives

By the end of this course, participants will be able to:

  1. Manage “Team Sport” journey mapping: Manage journey mapping organizational engagement to gain cross-channel participation.
  2. Conduct Journey Mapping Workshops: Successfully facilitate workshops to discover journey mapping insights.
  3. Build compelling Journey Maps: Create journey maps that vividly capture emotional moments and essential stages, providing a thorough perspective of the customer experience.
  4. Create evidence-based Journey Maps: Differentiate between evidence-based journey maps and other approaches, ensuring your journey maps are rooted in robust data. Learn how to leverage the right user research insights to create credible journey maps.
  5. Enhance UX Decisions: Leverage journey map insights to drive improved UX decisions, steering design enhancements aligned with customer needs.

Essential Details
  • 8 hours (over 3 days).
  • Online (or in-person).
  • Up to 50 people (online) or 25 in-person (1 day)
Who Should Take This Course

This course is for internal stakeholders making decisions about UX direction.

  • UX team
  • Business Leaders
  • Product Managers
  • Marketers
  • Content strategists



What our Students Say

Extremely helpful, thank you! It covered more than I anticipated. 
Alice W., UX Manager
There is a constant quest to understand what our users or customers are going through when using our products or services. We rely on many forms of insights from customer complaints, surveys, some form of data analytics, and worst of all assumptions. But the one tool I have come across that effectively does the job of visually portraying this information is the Customer Journey Map. This training is awesome and just what I needed to do journey maps and bring my team along.
Mauro L,, UX Designer

About Your Trainer

Frank Spillers

CEO and Master UX Trainer @ Experience Dynamics

Frank Spillers is the founder of Experience Dynamics, a leading UX consulting firm with Fortune 500 clients around the world. For 25 years, Frank has been an internationally respected speaker, author, UX Leader, and Inclusive Design educator. He is a world expert in improving the design and user experience of products, experiences, and services. He leads consulting projects at Experience Dynamics as well as teaching monthly at his UX Inner Circle and with the Interaction Design Foundation, the largest design school. 

Frank Spillers

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