September 21st 2017 A’dam
1-Day Course Customer Journey Mapping
(English spoken) This high energy 1-day course will give you a common level of understanding of the Service Design Thinking principles, key tools & terminology. The focus of this course will be on this hands-on part, learning by doing. The tool we will practice on this date is: Customer Journey Mapping.
PART I > THEORY
A short and interactive introduction into Service Design Thinking. What is it, where does it come from and why now? What are the challenges? What are the main ‘Schools of Thought’ within Service Design? What are the key case studies? Where can you find more information?
PART II > LEARNING-BY-DOING
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 or management, employees and other stakeholder or, even better, in a mix.
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.
FACTS & FIGURES
Venue: DT Academy, Herengracht 265, 1016 BJ Amsterdam, +31 (0)20 471 00 70
Dates: September 21st
Participants: Appr. 15
Ticket Price: Regular Ticket Price € 395,=*, Early Bird Registration before August 21st € 315,=* (Including lunch, drinks & snacks). Discounts available for teams signing up or NGO’s and self employed.
REGISTRATION: to enroll for this training, please click the Registration button on the top right corner of this page.