Customer Journey Mapping Essentials

During this one-day workshop, we’ll jump into some intermediate work on journey maps, personas and system maps. We’ll collaborate on a design challenge in groups and use these tools on pen and paper. Afterwards, we’ll transition into why and how to digitize a journey map using software.

Lastly, we’ll analyze the journey maps and use the 6 different typologies to consider from This Is Service Design Doing.

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You will specifically:

• Collaborate on a design challenge
• Create personas, journey maps and system maps with pen and paper
• Consider the 6 aspects when analyzing a journey map
• Participate on a walkabout/service safari
• Learn how to maintain, communicate and iterate workshop results using software

You’ll walk away with an ability to:

• Explain when journey maps or system maps are relevant to a project
• Articulate the difference between a process map and journey map
• Conduct basic observational research in the surrounding area
• Create journey maps or system maps that are based on research and reflect the current state of the customer experience and identify opportunities for improvement
• Digitize your maps in Smaply