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Skillshare

Creating Customer Journey Maps from Scratch

via Skillshare

Overview

Join service designer Pontus Warnestal (PhD) who will introduce customer journey mapping as a flexible and value-creating tool for improving services, products, and brands. The course covers concrete methods and techniques for creating research-based visual narratives of how experiences and interactions are working today for your service, and how you can design improved future-state journeys.

This class is for you who is interested in moving into the Service Design and Customer Experience field, and want to learn the basics for taking a holistic perspective of your brand, service, or product in order to systematically improve your customers’ or users’ experience.

Syllabus

  • Introduction
  • What Is Customer Journey Mapping?
  • What Are We Mapping?
  • Uncovering Value Through Research
  • Doing, Thinking, and Feeling
  • The Anatomy of a Customer Journey Map
  • Class Project
  • Looking Ahead: The Future State Journey Map
  • Closing Thoughts

Taught by

Pontus Wärnestål

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