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

Have a group of 5 or more students? Request special pricing for private group training today.

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