Last May 27, 2018, I conducted a workshop at UXPH. I decided to talk about Customer Journey Maps because I will be able to discuss a little bit about personas, empathy maps and user journeys as well. I believe Customer Journey map is an essential tool in creating a good customer experience.
So what is Customer Journey Map? Customer journey map is a powerful tool that combines storytelling and visualisation to help the team understand the customer’s needs. It provides a holistic view of the customer experience by discovering the series of their interaction. On this workshop, I talked about the basics of User Experience and Customer Experience. I also introduced board game created by Jasper Visser to make sure the workshop will be fun and engaging. The best part is you get to apply what you’ve learned, have a discussion among other participants and get answers to your questions.
Lastly, just like any other tool, Customer Journey Map will not create a strategy or transform your customers’ experience for you. They are simply maps that are designed to guide you. Think of a bicycle as an example, you need to push the pedals so you can go from point A to point B. A customer journey map will not transport you to your desired destination if you are not going to act on it.
Overview
A Customer Journey Map is a powerful tool that combines storytelling and visualisation to it’s viewers understand a customer’s needs. In this workshop you will learn about the basics of Customer Journey Mapping, creating the Journey Map, and how to mobilise the insights to the business.
Collaboration across multi-disciplinary, cross-functional teams is the key to reveal opportunities to alleviate customer pain points and provide a great customer experience.
By the end of the workshop, you will:
Have a wider perspective of the customer’s end-to-end journey.
Learn about the roles of each department and identify the areas where you can help each other.
Learn how to use the sample journey map from the activity to communicate insights and engage cross-department team members.
Format
This is a practical, fun, and hands-on workshop course. Using a real case study, you will work in small groups to discover and analyse insights to create working Customer Journey Maps. You’ll identify pain points, delightful moments and optimised experiences for your target audience.
This workshop includes:
An interactive and fun board game to jumpstart your learning
Successful case studies that show good practices and their context which you can learn from
Practical tips and strategies to create a Customer Journey Map
A chance to ask questions and get answers for your specific needs
What I encourage you to bring
Pen, paper, or any device for taking notes (preferably no laptops please!)
Participative Attitude – This is essential to make the most out of the workshop!. I’ll be asking the participants to give a short introduction about themselves and collaborate with your team. Games or any activity will not be fun or exciting if participants do not cooperate with their group. This is also an opportunity to get out of your comfort zone, team up with other people, and learn from them.
Topics Covered
9:00am to 5:00pm (7 hours)
Basics of Journey Mapping (3 hrs.)
What are CX and UX? (5 min.)
Play Customer Journey Map board Game (2 hrs.)
Why Customer Journey Map? (5 min.)
Elements of Journey Mapping (5 min.)
UX Mapping Methods (10 min.)
Lunch Break (1 hr.)
Mapping the Experience (30 mins.)
Steps in creating a Customer Journey Map (15 min.)
Mobilise for change (15 min.)
Document Problems and Opportunities
Align with Business Metrics
Communicate Business Impact
Activity: Create a Customer Journey Map (1.5 hr.)
Merienda Break (15 min.)
Team Presentation (30 min.)
Conclusion (1 hr.)
Summary (10 min.)
Act on It! (5 min.)
Questions & sharing insights (45 min.)
Testimonies
Results of the Survey
Write me a message
I would be happy to conduct this workshop at meet-ups, student conferences or companies.