1-Day Customer Journey Mapping Course February 2019
February 21, 2019. Greenville, SC.
In today’s interconnected world, intimate customer relationships are one of the key ways to build lasting value for your organization. Customer journey mapping is a activity that helps you build empathy for your customers, and design your products and services to create a better experience for them.
At DesignThinkers Academy, we believe in learning by doing and the power of human-centered design as a strategic and competitively differentiating tool. This course will focus on our experiential approach to learning to give you practice using the customer journey mapping tool.
TOP 3 BENEFITS OF CUSTOMER JOURNEY MAPPING
1. Increase your “innovation intelligence” for new product and service development
2. Gain a competitive advantage through qualitative analysis of your customer’s journey
3. Learn to develop strategies that enable you to address your customer’s and client’s needs
WHAT IS A CUSTOMER JOURNEY MAP?
A customer journey map is a creative tool that provides a visual representation of your customer’s experience. It is meant to inspire, energize, and catalyze meaningful conversations and idea generation within your organization. We start by looking at the customer scenario and your organization to gain a vivid understanding of your customer’s current experience using your product or service. It enables you to understand why your customers do the things they do.
Customer journey mapping is a qualitative design research tool that provides a new way for you and your business colleagues to work together, creating a strong sense of ownership around new solutions that will improve your customers’ experiences with your organization and build customer loyalty.
You will receive a toolkit after the training so you can start applying the concepts you learned immediately to your own business context.
This video provides a glimpse of how services can be intentionally designed with customer journey mapping:
WHAT YOU WILL LEARN
To optimize your learning, the course is based on a compelling design challenge and you will be working in teams to solve the challenge as if you were working for a specific client or organization. You will develop a set of personas representing different types of customers who interact with the organization’s products or services. You will then map the customer journey of the persona.
The process of customer journey mapping allows you to step into the customer’s shoes. It reveals the customer’s perceptions and the larger context in which the service or product plays a part. It immerses you in their world and their reality, giving you deeper insight into the customer’s needs, perceptions, experiences, and motivations.
With your customer journey map you will answer questions like:
> What are my customers really trying to achieve? What are the ‘jobs’ they need to accomplish?
> How are they trying to achieve this?
> What things do they use, with whom do they interact, how do they do this and in what order?
> Why do they make the choices they make?
> What are they experiencing and feeling while trying to reach their desired outcomes?
HERE’S WHAT PEOPLE ARE SAYING ABOUT THIS COURSE
“There is a real benefit to getting actual experience data from your customers.”
“I have already referenced my experience on this course multiple times to other parties that I think could benefit. Well worth the time invested.”
“It was an interesting new look at creating customer personas and customer journey maps. I especially liked the insight of focusing on the customer’s job and the customer’s emotions through the journey.”
Marc Bolick, leads the US office of DesignThinkers Group, working to help clients find creative solutions to complex problems and to embed design thinking as a strategic advantage in their organizations. He is passionate about the power of human-centered design as a catalyst for creating and sustaining cultures of innovation.
David Esch, is a Consultant and Facilitator for DesignThinkers Group. He has deep experience in facilitation and helping organizations large and small to grow through innovative strategies in the private and public sector. Dave has managed short and long-term projects in assignments in more than 27 countries.
OUR MAIN OBJECTIVE IS TO PROVIDE YOU WITH HANDS-ON TOOLS THAT YOU CAN USE IMMEDIATELY THE NEXT DAY IN YOUR WORKING ENVIRONMENT.
YOU WILL RECEIVE A TOOLKIT AFTER THE TRAINING SO YOU CAN START APPLYING THE CONCEPTS YOU LEARNED IMMEDIATELY TO YOUR OWN BUSINESS CONTEXT.
About this Event
101 N. Main Street, 3rd floor
Greenville, SC 29601
Date: February 21st, 2019
Maximum Participants: 20
Early Bird Registration: $415
until December 13th
Regular Ticket Price: $495
The ticket includes lunch, morning and afternoon snacks, and beverages.
Discounts available for multiple participants from the same organization, non-profits and government organizations.
Contact firstname.lastname@example.org for more information