Journey Mapping

Description

Journey Mapping

Journey Mapping looks at the entire end-to-end interaction that people have with your organisation. Successful businesses are increasingly turning to journey mapping to pinpoint every customer and user touchpoint, in order to streamline delivery and cement loyalty.

From initial product introduction to recycling and service cancellation, grasping the end-to-end experience lifecycle is a critical factor in the success of a product or service experience. Uncover expectations, pain points, and opportunities and translate these insights to design innovations.

What you will learn in this 1 day course

Is this course right for me?

This course is for business owners and leadership teams who want to better understand how service design can help future-proof their organisation.

We assume little awareness of the user experience & usability field. Our courses are appropriate for anyone working in the creation of digital products who wants to learn about the process, tools and techniques to create successful user experiences. The courses are not focused on how to use specific software applications like Figma, Photoshop, or Axure.

Cancellation policy

Things don't always work out! After you register, if something changes and you have to cancel:

We require a minimum of four participants for a course to go ahead. In the unlikely event that we do not attain the minimum class size, we retain the right to cancel the course. If this happens, we will inform participants at least five business days before the course date and either issue a full refund or re-book your course to a later date, if preferred.

Journey Mapping Course Outline

Use pragmatic journey mapping techniques to capture current and future state service offerings, understand your users and make intelligent changes to your designs.

Introduction

Journey mapping in practice

Journey mapping research

Visualizing and communicating maps

Using journey maps in the organization

Tedde van Gelderen

President

Tedde infuses Akendi, its services and methodology with his drive to make customer and user experiences go beyond a singular product or service. Experience Thinking starts with the holistic experience customers and users have with an organisation over time, then guides the enabling technologies and content to create intentional experiences. In his view, Experience Thinking should become deeply rooted in an organisation’s creation processes.

Scott Plewes

Chief Strategy Officer

Over the past twenty-five years, Scott has worked in the areas of business strategy, product design and development in the high tech sector with a specialization in experience design. He has extensive cross-sector expertise and experience working with clients in complex regulated industries such as aviation, telecom, health, and finance. His primary area of focus over the last several years has been in product and service strategy and the integration of multi-disciplinary teams and methods.

Leo PollPresident Akendi UK

Technically everything is possible; making it work for people is where the real challenges are. Addressing these challenges from an end-user perspective in a way that makes business sense is what has driven Leo throughout his career. With more than 20 years of experience he is able to bring an ability of strong lateral thinking combined with very broad domain knowledge of applications/markets and technical enablers.

Live virtual training experience

Learn directly from industry experts in an online setting. Live virtual courses allow for a hands-on community experience.

All you need is a computer with internet connection, webcam, microphone and recent browser.