Building a Journey Map: A Hands-On Workshop

Offered By: LinkedIn Learning

Tags

Data Analysis Courses User Research Courses Cluster Analysis Courses Journey Mapping Courses Customer Experience Courses

Course Description

Overview

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Get a hands-on deep dive into building a journey map to plot a customer’s experience over time.

Syllabus

Introduction

Build a journey map

1. What Is Journey Mapping?

The benefits of journey mapping
The tough questions
Building blocks of a journey map

2. Getting the Right Data

Imagine the last time you took a trip
Choosing key phases for your journey map
Gathering data for your journey map from secondary sources
Gathering data for your journey map from primary research
Asking the right questions

3. Teasing Insights from Data

Synthesizing insights from data: Thematic analysis coding
Synthesizing insights from data: Coding in action
Cluster analysis for large volumes of data
Visualizing a nonlinear journey map
Prioritization techniques to identify moments of truth

4. Making Value-Driven Decisions

Ideating opportunities
Considering the journey for different audiences
Service blueprinting: A plan for backstage support

Conclusion

The journey continues

Taught by

Sarah Weise

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