This fast-paced, hands-on workshop is designed for professionals looking to deepen their understanding of customer experience through the powerful tool of journey mapping. Whether you’re new to journey mapping or looking to sharpen your skills, this intensive will give you the knowledge, tools, and confidence to map current experiences, identify pain points, and uncover opportunities for improvement.
What You’ll Learn
- The fundamentals of current and future state customer journey mapping and their role in HCD/service design projects
- Techniques for gathering and synthesizing customer insights
- The anatomy of a journey map
- Techniques for creating a journey mapping in a workshop setting
- Tips for building and visualising journey maps
- How to use current and future state customer journey maps
- Alternatives to journey maps – service maps and systems maps
Key Activities
- Real-world mapping exercises
- Facilitated group work to build a journey map
- Practical tips for using journey maps to influence strategy and service improvements
Who It’s For
Ideal for service designers, CX professionals, product managers, researchers, and anyone responsible for improving user or customer experiences.
Format
1 day or multi-day, in-person or virtual
Interactive, small-group format
You willl walk away with a completed customer journey map, practical facilitation tips, and a clear understanding of how to apply journey mapping in your own projects.
About the facilitator
All training is facilitated by Iain Barker, a highly experienced practitioner with 30 years experience shaping and conducting customer research.
Interested?
Get in touch if you’re interested in attending an online session or want to talk about running one of these sessions in-house within your organisation.