Introduction to Customer Journey Mapping
£510
Introduction to Customer Journey Mapping

Introduction to Customer Journey Mapping

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MadeSimple

20-22 Wenlock Road

London, United Kingdom

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Event description

Description

Customer Journey maps are important for identifying customer needs through storytelling and visualisation methods. This can then be used can then use this to address pain points and increase user experience.

As online businesses become more interconnected across devices it is increasingly important to look at ways to gain insight into your customers’ interactions with your product or service so you can give them the best user experience.

Meeting the demands of your customers is vital if you want to win repeat business. Training on how to create a great customer journey is essential for teams who want to learn how to maximise their sales and users’ experience. Journey maps help you to understand the customer experience and how it can be translated into great service.

As part of this course you’ll discover how and when to use customer journey maps, best practice techniques and how to use as a framework for customer-centred design. The course is led in an engaging way which highlights the benefits of customer journey mapping.

Course Content

This is a hands-on course that involves designing personas, creating user scenarios and finally creating a customer journey map.

Introduction to Customer Journey Mapping

A background to why and how customer journey mapping is done with emphasis on personas and user scenarios with real life examples from past USIO work.

Personas for Customer Journey Mapping

Information on what type of people you should run persona research on and how USIO perform their research.

Understanding User Scenarios

You will create user scenarios for interacting with a client and a website.  Information will be given on how to create certain personas for user scenarios and how to rank these in order of importance.

See how USIO perform their customer journey mapping

You will create user scenarios for interacting with a client and a website.  Information will be given on how to create certain personas for user scenarios and how to rank these in order of importance.

Map the Ideal Customer Journey

Understand how to use data analytics and KPIs in your journey map.  Learn how to identify the key information you want to be looking at when creating a user journey and identify potential pain points.

The Final Product

Explore how different user scenarios will affect your customer journey map and find out how to keep it an interactive document to collaborate with others on.

This course includes:

  • Coaching and feedback from the instructor.
  • Materials needed for creating personas, user scenarios and customer journey maps.
  • Hands-on exercises.
  • Examples of previous customer journey maps created by USIO.
  • Plenty of opportunities to ask questions.

Who is the course for?

This course is ideal for anyone who is interested in understanding the concept of customer journey mapping and when and how to apply it.

Typical attendees include: marketing managers, customer service managers, start-up personnel, business development managers, product mangers, website mangers etc.

What is the workshop format?

A fast-moving, interactive, but structured training session covering the topics outlined in the programme. This workshop is designed to appeal to different learning styles, with an emphasis on active participation. The workshop includes many practical exercises that allow you to practice what you have learned straight away. You will be encouraged to ask questions and to contribute to the workshop.

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Location

MadeSimple

20-22 Wenlock Road

London, United Kingdom

View Map

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