Design a Journey map
“Your most unhappy customers are your greatest source of learning.” – Bill Gate
Gain insights into your persona about how you can improve your product or service. The journey tells the story of the customers’ experience and maps the emotional, experience and functional elements during its journey. This helps you understand how prospects and customers use the various channels and touchpoints, how your organisation is perceived and how you can (re)design your organisation to meet customer expectation.
- Creating journeys based on a specific persona, product or service solely based on the user’s point of view
- Describe activities in chronological order
- Identify specific journey touchpoints and the quality of experiences in relation to those touchpoints
- Shift to a customer-focused perspective
Best suited to
Everyone who wants to make the change to customer-centric service
Way of learning
We believe in the direct application of what we teach. For this reason, we give a short introduction and start practising immediately. During the exercises, we discuss what you encounter and learn from it.
Level of expertise
Ability to spot opportunities in your current business Identify touchpoints
Welcome and Introduction
Persona + quick profile
Creating a hypothesis + first draft Journey map
Go out and test Journey Map
Next steps: Customer surveys, data etc.
English or Dutch
Sign Up Here!
26th of February 2019
Design Thinking Center Amsterdam
Dirk Jan Plender (Change and Design Thinking Consultant)
Number of participants
Early Bird Ticket Price € 799,= until 15 February 2019 - Regular Ticket Price € 899,=