1-Day Customer Journey Mapping Course March 2020
(English spoken) This high energy 1-day training 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.
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?
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.
We can also offer you a tailor-made coaching program designed around your specific team objectives to guide you through the DT process.
Our main objective is to provide you with hands-on tools that you can use immediately the next day in your working environment.
Besides the training program you will be handed out a toolkit, certificate and access to the DT Academy Network virtual environment.
Furthermore, the end result aims at a transformation of the participants, knowledge of tools and methods, a deep understanding of the value of design, and professional & personal growth.
About this Event
Location: Bourne Design, Singel 370, 1016 AH, Amsterdam
March 3rd, 2020
Maximum participants: Appr. 15
Early Bird Ticket price: € 315,=
until the 2oth of January 2020
Regular Ticket Price: € 395,=
Prices are intended excluding VAT.
Your ticket includes a daily healthy and delicious lunch plus snacks and beverages throughout the day. A certificate from DesignThinkers Academy is awarded to participants who successfully complete the course. Discounts are available for teams signing up, Freelancers, Non-Profits and Government Organizations. If you have any other questions regarding this course or its ticketing, drop us a line at