Creating Customer Journey Maps from Scratch

Offered By: Skillshare

Course Description

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

Related Courses

Advance Your Marketing Strategy
Salesforce via Trailhead Agile Project: Product Prototype Touchpoint Analysis in Miro
Coursera Project Network via Coursera Agile Projects: Creating User Stories with Value in Taiga
Coursera Project Network via Coursera Brand Management: Aligning Business, Brand and Behaviour
University of London International Programmes via Coursera Branding and Customer Experience
IE Business School via Coursera