Customer Journey Mapping

Transforming customer pain points into levers for change

Next upcoming course


Don’t see a time that fits your schedule? We offer additional sessions, let us know your interest here.


*Course purchases currently available in USD only. Additional currencies to be added soon.

Overview

The best products and services can only be designed around the basic needs, motivations and behaviours of your end users. The art of Customer Journey Mapping enables teams to visualise the experience of a person using a particular service (or product), broken down into a series of steps and interactions over time.

During this workshop we will provide individuals with a blend of Visual Thinking, Systems Thinking, Creative Storyboarding and Customer Journey Mapping tools and techniques to explore a customer experience. Once a Customer Journey has been mapped, we will support you to create a service blueprint of supporting backstage processes.

Train up your teams with private group training

Have a group of 5 or more students? Cprime also provides specialist private training with exclusive discounts for tailored, high-impact learning.

Full course details

Course outline
  • Principles of Design Thinking and Agile WOW
  • Visual Storytelling basics
  • Storyboarding techniques – structure and flow patterns
  • Identifying key Customer Journeys – theory 
  • Customer empathy – Persona creation
  • Customer Journey Mapping – exercise
  • Service Blueprinting – identifying backstage processes

Audience / prerequisites
  • Business Analysts
  • Product Owners
  • Product Managers
  • Scrum Masters
  • Developers
In this class you will learn how to
  • Make use of Visual Thinking skills to support a working group to identify customer needs, express ideas solve problems
  • How to map a customer Journey to identify key ‘Moments of Truth’
  • Apply Customer Journey Mapping  to methods of Design Thinking and Agile Ways of Working

Upcoming Course

Request Private Group Training