Introduction to Journey Mapping
Format: Online
Registration: Individuals and Teams
Customer Journey Mapping helps organizations visualize the full customer experience to better understand how people interact with products and services, uncovering pain points and hidden opportunities that often go unseen in daily operations. This introductory workshop gives participants hands-on experience mapping key touchpoints and identifying moments that shape satisfaction and loyalty.
Participants then learn how to turn these insights into practical, actionable improvements that enhance the customer experience, strengthen relationships and support more informed, customer-centred decision-making across teams.
Course Overview
This one-day, hands-on workshop is designed for professionals who have completed our Design Thinking Level 1 or Design Thinking Certificate and are ready to deepen their expertise. Participants will explore advanced concepts, including team alignment, strategic foresight, and fostering innovation-focused mindsets. Through interactive sessions and real-world exercises, attendees will enhance their problem-solving skills, learn to anticipate future challenges, and align design thinking practices with strategic business objectives to drive measurable outcomes.
Modules
Introduction to Customer Journey Mapping
What is a Persona?
Building a Customer Journey Map
Pain Points and Opportunities for ImprovementWho Should Attend
- Product Managers and Designers seeking insight into the customer lifecycle.
- Sales and Support Leaders focused on enhancing customer satisfaction.
- Policy Makers and Analysts who want insights into user-centric approaches to service delivery.
- Anyone interested in understanding and improving customer experience, service accessibility, quality, and satisfaction.
This training will be held online on Zoom, which you can easily join from your home network—no corporate VPN required. To enhance the experience, we’ll also be using Miro, a collaborative virtual whiteboard, to make the session more interactive and engaging.
Upcoming Sessions
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