Course Description

1-Week Online Customer Journey Mapping (Certificate)

Online

Gain a deeper understanding of how this qualitative Design Research tool can improve your customers’ experience in a live online classroom setting.

This interactive online course will equip you with a basic understanding of one of the most important tools in Design Thinking; Customer Journey Mapping.

You will be working virtually in classroom sessions, followed by group work under live guidance of our skilled facilitators. We strongly believe in learning-by-doing and providing you with hands-on tools. After the course, you will be able to apply Customer Journey Mapping right away in your daily work.

Same fun & interactive classroom experience, now live & online

DesignThinkers Academy Amsterdam

KEY BENEFITS

Online, interactive introduction into Design Thinking;
Understand the benefits of using Customer Journey Mapping in defining opportunities for your customers;
Live and personal guidance from our skilled facilitators;
Gain insights in human centered ways of working;
Learn how to effectively implement Design Thinking tools such as Personas & Customer Journey Mapping in your daily work.

OUR APPROACH

During this course, you will meet with your fellow participants and facilitators in two 2.5-hour online classroom sessions. A major part of this online course consists of hands-on work on a general challenge using key tools in Design Thinking. You will work in co-creation in small teams to learn from each other and incorporate the knowledge and skills of participants from diverse backgrounds and industries. Our expert facilitators will teach you how to use empathy while working for your end-users.

PROGRAM

This course is all about the customers’ perspective; stepping into their shoes, discovering their perceptions and the larger context they live in. We will show you how Customer Journey Mapping helps you to get a deeper insight into customer needs, behaviour, experience, motivation and desired outcomes.

With a combination of 2 live classroom sessions and group assignments you will gain practical knowledge and experience on how to apply Customer Journey Mapping in your daily work. The course consists of 2 sessions of 2.5 hours.

Onboarding
We find it very important that you feel comfortable, confident and motivated to work in co-creation within our online virtual classroom setting. Prior to the first session we have planned a 1 hour meeting to show you how to efficiently interact with Miro and Zoom.

Session 1:
Introduction and the theory of Customer Journey Mapping. Creating Personas based on prepared Design Research. Focusing on Customer Stages and Actions.

Session 2:
Diving deeper into the Customer Journey Mapping tool. Defining the Emotional Status and Touchpoints. Working towards pinpointing Opportunity Areas to Reframe the initial challenge of the customer.

Follow Up: 
A follow-up call, 2 weeks after the course, will provide you with the opportunity to reconnect with your Facilitator to reflect on your experiences regarding implementing Customer Journey Mapping in your daily work.

Certificate
After completing the course and assignments we hand out a personal certificate. All tools and materials will be available after the course for personal use.

PARTICIPANT PROFILE

Teams from different industries who want to work more human-centered;
Individuals working in the fields of HR, IT, Marketing, etc. who are looking for a new tool to structure qualitative research;
Professionals who want to incorporate the Design Thinking mindset in their way of working.

FACILITATORS & COACHES

Tim Schuurman: is Co-owner and Senior Facilitator at DesignThinkers Academy Amsterdam. He has extensive experience in designing and implementing product/service concepts and has an MBA & MSc in Business and Financial Management.

Marcello Risolo: is an Italian and Swedish Service Designer and Facilitator at the DesignThinkers Academy Amsterdam team. He focuses on the visual aspects of our offering. 

Daphne Lamberts: is Service Development Lead at DesignThinkers Academy Amsterdam. She optimizes and implements DesignThinkers’ course content and delivers the methodology of DT in an informative and creative way towards clients and participants. 

We can also offer you a tailor-made coaching program designed around your specific team objectives to guide you through the DT process.

, Please reach out to us for more information

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.

The end result is aimed 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

Length: 2 meet-ups of 2.5 hours & homework + follow up meeting 

Dates: Scroll down for more information regarding upcoming course dates or browse through our calendar

Online platforms: Miro & Zoom
Language: English
Max. participants: 12

Tickets

Early Bird Ticket Price € 295,00

Regular Ticket Price € 345,00

Prices are excluding VAT.

Your ticket includes access and use of the online environments (Miro & Zoom) for the duration of the course. All tools and materials are also available after the course for personal use. 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.

We charge 21% VAT to Dutch based companies, NGO’s and self-employed. We also charge 21% VAT to international companies, NGO’s and self-employed based in the European Union without a registered VAT number. If you are based outside the European Union we will not charge you with VAT. If you have any other questions regarding this online course or its ticketing, we kindly as that you contact us through e-mail.

Course leaflet