2-Modules Online Customer Journey Mapping

Gain a deeper understanding of how this qualitative Design Research tool can improve your customers’ experience in a live online classroom setting.

This interactive online course will equip you with a basic understanding of one of the most important tools in Design Thinking; Customer Journey Mapping.

You will be working virtually in classroom sessions, followed by group work under live guidance of our skilled facilitators. We strongly believe in learning-by-doing and providing you with hands-on tools. After the course, you will be able to apply Customer Journey Mapping right away in your daily work.

Key Benefits

• Online, interactive introduction into Design Thinking;
• Understand the benefits of using Customer Journey Mapping in defining opportunities for your customers;
• Live and personal guidance from our skilled facilitators;
• Gain insights in human centered ways of working;
• Learn how to effectively implement Design Thinking tools such as Personas & Customer Journey Mapping in your daily work.

Our Approach
During this course, you will meet with your fellow participants and facilitators in two 2.5-hour online classroom sessions. A major part of this online course consists of hands-on work on a general challenge using key tools in Design Thinking. You will work in co-creation in small teams to learn from each other and incorporate the knowledge and skills of participants from diverse backgrounds and industries. Our expert facilitators will teach you how to use empathy while working for your end-users.

Program
This course is all about the customers’ perspective; stepping into their shoes, discovering their perceptions and the larger context they live in. We will show you how Customer Journey Mapping helps you to get a deeper insight into customer needs, behaviour, experience, motivation and desired outcomes.

With a combination of 2 live classroom sessions and group assignments you will gain practical knowledge and experience on how to apply Customer Journey Mapping in your daily work. The course consists of 2 modules of 2.5 hours.

Module 1
Starting off with an on-boarding to the platforms we are using, then jumping right in to the introduction and the theory of Customer Journey Mapping. Creating Personas based on prepared Design Research. Focusing on Customer Stages and Actions.

Module 2
Diving deeper into the Customer Journey Mapping tool. Defining the Emotional Status and Touchpoints. Working towards pinpointing Opportunity Areas to Reframe the initial challenge of the customer.

Certificate
After completing the course and assignments we hand out a personal certificate. All tools and materials will be available after the course for personal use.

Participant Profile

• Teams from different industries who want to work more human-centered;
• Individuals working in the fields of HR, IT, Marketing, etc. who are looking for a new tool to structure qualitative research;
• Professionals who want to incorporate the Design Thinking mindset in their way of working.