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.
- Prepare for effective Journey Mapping: Set the stage for a successful journey mapping process. Learn the essential groundwork required before journey mapping.
- 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.
- 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.
- 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.
- 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.
- 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.