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Customer Journey Mapping

Transforming customer pain points into levers for change

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.

Duration
3 days/9 hours of instruction
Public Classroom Pricing
Private Group Pricing

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Part 1: Principles of Design Thinking and Agile WOW

Part 2: Visual Thinking Skills basics

Part 3: Storyboarding techniques, structure and flow patterns

Part 4: Identifying key Customer Journeys

Part 5: Identifying Customers – Persona creation

Part 6: Current state – Customer Journey Mapping

Part 7: Current state Service Blue Printing

Part 8: Future state Customer Journey Mapping

  • Business Analysts
  • Product Owners
  • Product Managers
  • Scrum Masters
  • Developers

  • 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

Customer Journey Mapping Schedule

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There are currently no scheduled classes for this course. Please contact us if you would like more information or to schedule this course for you or your company.

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