Course Description

2-Module Online Customer Journey Mapping March 2021

South Africa

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 Cape Town


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.


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 as a basis for working with your end-users.


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 modules of 2.5 hours.

Module 1:
Starting off with an on-boarding to the platforms we are using, then jumping right in to the introduction and the theory of Customer Journey Mapping. Creating Personas based on prepared Design Research. Focusing on Customer Stages and Actions.

Module 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.

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.


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.


Robert Bloom is a Founder and  Senior Facilitator at DesignThinkers Academy South Africa. He is passionate about helping teams improve their capability around Design Thinking and Service Design.  Robert has an MBA at the Executive level and has worked across diverse teams, helping develop creative confidence to add value to their environments. 


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

Sign up now

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

The course takes place in 2 sessions over 1 week:

Monday 15th of March 1pm – 3:30pm

Tuesday 23rd of March 1pm – 3:30m

Online platforms: Mural & Zoom
Language: English
Max. participants: 10


Early Bird Ticket Price R4 950 (for African citizens), until 19th Feb 2021

Regular Ticket Price R5 450 (for African citizens)

All prices are intended excluding VAT in a South Africa based company.

A certificate from DesignThinkers Academy is awarded to participants who successfully complete the course.

Discounts available for teams signing up, non-profits and government organisations.


Sign up now

Course leaflet