Journey Mapping

Description

OVERVIEW

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

• What is a journeys map?
• Journey mapping techniques and principles
• Guidelines for integrating experience lifecycle thinking into your process
• Possible journey mapping outcomes
• How to use journey maps as a tool for organizational transformation
• Hands-on experience utilizing journey mapping principles

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:

• 30 business days prior to the start date the fee is totally refundable minus a 5% administration fee.
• 20 business days prior to the start date is 50% refundable, plus a 5% administration fee.
• 10 business days before training start day, no refund. Acceptance of transfer of dates is at XT collective's discretion and may incur a nominal fee.

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.

CURRICULUM

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

• Dissection of experiences
• What makes an experience remarkable?

Journey mapping in practice

• What it is, why to do it, when, by whom, how
• Journey map components
• Types of journey maps

Journey mapping research

• Research techniques
• Research analysis
• Validating the map with users and customers

Visualizing and communicating maps

• Layouts and delivery
• Communication

Using journey maps in the organization

• Journey mapping as an innovation technique
• Breaking silos within the organization

INSTRUCTORS

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 Poll

President 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.

Course:  

Journey Mapping

Date:  

20 September 2023 (Starts at: 14:00 in Europe/London)

Type:  

Virtual Course

Price:  

£475 GBP excl. HST (£536.75 incl. HST)

What is HST? It is the added tax our Canadian office needs to add for courses delivered from Canada.

Course:  

Journey Mapping

Date:  

22 November 2023 (Starts at: 14:00 in Europe/London)

Type:  

Virtual Course

Price:  

£475 GBP excl. HST (£536.75 incl. HST)

What is HST? It is the added tax our Canadian office needs to add for courses delivered from Canada.