Hire Us
Hire Us
Search

Search Course Catalog:

Journey Mapping Training

  • February 27, 2025
  • 4:00 pm
Buy Now
Buy Recording

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.

Agenda
  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

Prerequisite

None

  • Shareable Certificate
    Earn a Certificate upon completion
  • Learn online or request private in-person
    Team trainings for up to 99 people online or 30 in-person.
  • Flexible Schedule
    Split training across 2-3 days.
  • Beginner to Intermediate
    Some familiarity with UX is helpful but not required. Note: No canned learning, real-world case studies.
  • Complete within days or weeks
    Most trainings can be completed within a few days.

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

Buy this course now

Lifetime Access

Pricing

$399

  • February 27, 2025

  • 4:00 pm GMT

    08:00 am PDT

    11:00 am EDT

    05:00 pm CET
  • 8 hours of content
  • Online or in-person private at your office
  • 100 page training manual
  • If online, recording available
  • 100% Satisfaction Guarantee

Request a PO for an on-site private training

Who’s attending our training?

  • Accenture
  • Amazon.com
  • American Airlines
  • American Express
  • Apple
  • AT&T
  • Avid
  • Blue Cross Blue Shield
  • Business Objects
  • Calvin Klein
  • Capital Group Companies
  • Capital One
  • Caterpillar
  • CBRE
  • Chase
  • Chevron
  • Citigroup
  • CNET/CBS
  • Drexel University
  • eBay
  • EMC Corp
  • Fujitsu
  • GE Security
  • Geico Insurance
  • Google
  • Hartford Insurance
  • Healthwise
  • Hilton Hotels
  • Hitachi Consulting
  • Home Depot
  • HP
  • IBM
  • Intel
  • Interaction Design Foundation
  • Intuit
  • John Deere
  • KeyBank
  • Mentor Graphics
  • MetLife
  • Microsoft
  • NaviNet
  • Petsmart
  • Providence Health & Services
  • Sage
  • Seequent
  • State Farm Insurance
  • State of Michigan
  • State of New York
  • Sun Microsystems
  • Sunquest
  • Symantec
  • Toyota
  • Tulalip Tribes
  • US Bank
  • Xerox

Bring this training in-House!

Book a Training Today

logo
  • webinars@experiencedynamics.com
Request Private Training

Frequently Asked Questions

View more courses

AR/VR UX design workshop participants explore a hologram

AR/VR UX Design Training

AR/VR UX Design Training Course Description: Explore the pragmatic realm of Virtual Reality (VR) and Augmented Reality (AR) usability techniques in this AR/VR UX Design...
UX facilitation workshop with sticky notes

UX Facilitation skills training

UX Facilitation skills training aids facilitators in guiding and facilitating human-centered design activities throughout the UX design process. Becoming a certified UX Facilitator begins with...
UX certification candidate smiling

UX Practitioner certification

The UX Practitioner certification program is designed to equip participants with essential problem-solving techniques for diverse design challenges. We believe this is essential in today’s...
Two product managers review stickies in design sprint

Design Sprints workshop

Design Sprints Training Course Description: This Design Sprints training is a comprehensive online workshop led by an experienced expert. The Design Sprint, proposed by Jake...
researcher leads an insight sprint

Insight Sprints training

Insight Sprints Training Course Description: Finding ongoing insights from user needs is critical for crafting solutions centered around user behavior. This Insight Sprints training introduces...

Request In House Training

You may unsubscribe from these communications at any time. For more information on our privacy practices and how we are committed to protecting and respecting your privacy, please review our Privacy Policy.
Scroll to top

Get a quote or discuss your project

Tell us about your project

Search
Close
logoblack

Journey Mapping Training

Please Fill in the Following Information to get this course recording 

Close
logoblack

Request a Purchase Order

Close

Arrange a 30 min call

Project in mind?

Should we add you to our email list?

Not Now
Yes

Privacy protected-You can unsubscribe at any time.

Download the Better UX kit

Take Action

Why Hire Us

Arrange a 30 min call

Respond to my proposal

Project in mind