Journey Mapping Essentials - June 2021

Journey Mapping is one of the most powerful tools in any innovators toolkit. When correctly presented and created, it provides a visual representation of the experiences faced by people navigating an organisational ecosystem. In this course, we will cover all aspects of how you can use the method of 'mapping' to cover areas such as customer journey mapping, user journey mapping, employee journey mapping. We also cover the basics of stakeholder and value network mapping.

Who this course is for

This is "Journey Mapping 101" course is for those new to mapping user, employee or other stakeholder journeys.

If you are already using Journey Mapping in your work, take a look at our other courses Journey Maps Ops and This is Service Design Doing / Executive School.

/ Explain when journey maps or system maps are relevant to a project

/ Articulate the difference between a process map and journey map

/ Conduct basic observational research (real-world exercise)

/ Create journey maps or system maps that are based on research and reflect the current state of the customer experience

/ Identify opportunities for improvement

/ How to digitise your maps

/ Mapping in the wild