2-Day High-Energy Customer Journey Mapping Workshop

The focus of the course will be on this hands-on part, learning by doing. The tool we will practice on these dates is: Customer Journey Mapping. We will prepare some interesting challenges and personas and we will train on mapping the Customer Journey: the interaction of the customer with the service. This allows us to step into the customer shoes. It shows us the customer’s perceptions and the larger context in which we play a part. It lets us be emerged in their world, their reality. Get a deeper insight into customer needs, perception, experience and motivation. It will answer questions like: What are people really trying to achieve? How are they trying to achieve this? What do they use and in what order? Why do they make a choice? What are they experiencing, feeling,

while trying to reach the desired outcome? A customer journey map is built up layer by layer. We start ‘above water’, with the customer and slowly dive deeper and deeper into the organisational structures and context. The tool can be used with customers, management, employees and other stakeholders.

This qualitative design research tool will provide you with customer insights to improve the customer’s experience. The toolkit will be handed out after the training so you can start applying the tool immediately to your own business case.

All tools will be handed out after the session and are free of use.