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Course Description

A journey map is a visual representation of customers' processes, needs, intentions and perceptions as they engage with your company or organization.  These engagements may be a product, an online interaction, retail transaction, a service, or an event (or any combination of these experiences).  Journey maps can help you to gain insights to the customer's perspective, to make informed decisions, and to predict behaviors.  With two recognized industry leaders as your guides, learn how to use the journey mapping process to address issues and maximize opportunities to delight your customers.  

Course Outline

In this interactive workshop, learn how to:

  • Investigate the different objectives of journey maps: map to diagnose, map to reinvent, map to influence, map to connect and align
  • Design a journey mapping program for success
  • Apply different methodologies and techniques for mapping customer journeys
  • Determine time, costs and project requirements
  • Identify and calculate the ROI of your journey management program
  • Decide where to start when your customers’ journey is highly complex
  • Implement best practices in running a customer journey mapping workshop
  • Incorporate analytical and anecdotal evidence into your map
  • Define different lenses you can use to drive deeper understanding of customers
  • Represent attitudes and emotions
  • Update and revise your journey maps in dynamic circumstances and environments
  • Involve your organizations, stakeholders and leaders
  • Use software and tools to support journey mapping
  • Present and communicate insights from your customer journey map

Applies Towards the Following Certificates

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Enroll Now - Select a Section

Section Title
Customer Journey Mapping Workshop (Sec. B)
Section Schedule
Date and Time TBA
Location
  • Online
Delivery Options
Live/Recorded Online  
Course Fee(s)
UX Registration Fee - $695 non-credit $695.00
Section Notes

PLEASE NOTE:

This course can be taken independently, and it also serves as an elective for both the User Experience Design  and the Digital Marketing programs.

TECHNICAL REQUIREMENTS:

  • Computer (Windows or Mac) with high-speed internet connection
  • Webcam and microphone for participation in all live class sessions
  • Modern web browser (Firefox or Chrome recommended)
  • Instructors will provide additional information and specifications on specialized software to supplement online learning
Section Title
Customer Journey Mapping Workshop
Type
Online
Days
Th
Time
6:00PM to 9:00PM
Dates
Sep 03, 2020 to Sep 24, 2020
Schedule and Location
Contact Hours
12.0
Location
  • Online
Delivery Options
Live / In Classroom  
Course Fee(s)
UX Registration Fee - $695 non-credit $695.00
Section Notes

PLEASE NOTE:

This course can be taken independently, and it also serves as an elective for both the User Experience Design  and the Digital Marketing programs.

TECHNICAL REQUIREMENTS:

  • Computer (Windows or Mac) with high-speed internet connection
  • Webcam and microphone for participation in all live class sessions
  • Modern web browser (Firefox or Chrome recommended)
  • Instructors will provide additional information and specifications on specialized software to supplement online learning
Required fields are indicated by .