Creating Experience Maps Journey Maps and Service Blueprints

$200.00

Description

A journey map is a way to describe the experiences of a customer through an interaction with products, services, brands or systems, and the emotional responses the interactions provoke. Journey mapping can then be used to design improvements to services that reflect the customer’s experience. Journey mapping, experience mapping and service blueprints are  tools that help an organization understand what their customers care about most.They help designers, marketers and managers better see the world through the customer’s eyes. The map reveals where an organization can place resources to have the most impact for success by identifying the high and low points of the customer experience that you are currently delivering.It can pinpoint those moments that you can improve to provide a more compelling customer experience. Only by understanding what is really important to people can a product or service be efficient and effective.

The mapping approach is  a tool to support strategic design decisions. In this intensive three-hour online course, the instructor will guide the group through the process of building maps. Insight is one of the key tools available to redesign products and services in ways which save money and improve customer satisfaction.Customer insight is rapidly rising up the agenda for organizations. People’s expectations of the quality of products and services are growing. An experience map is a powerful technique  to describe and improve the customer or user experience. Mapping helps you look at your business from the customer perspective. It is perhaps the best tool available to help think laterally, outside your own policy agenda. 

Who should attend?
Designers, consultants. engineers, marketing professionals, project managers, team leaders. managers, executives, and students. Please note we do not provide courses for those preparing online course materials.

Duration
Three hours

Prerequisites
None

By the end of the course
Students will develop knowledge of how to create experience maps. journey maps and service blueprints, the value of mapping techniques and the meaning of terms associated with these techniques.Students will have the tools to optimize customer experience.

What you will get
We provide a certificate for the course upon request. If you would like a digital certificate email us at info@dcc-edu.org after the course and we will email you a digital certificate. You will receive by post after registration one print copy of the book “Comprehensive Step-by-Step Guide to Experience Maps Journey Maps Blueprints Empathy Maps” by Rob Curedale.

6″ x 9″ (15.24 x 22.86 cm)
Black & White Bleed on White paper
400 pages
Design Community College Inc.
ISBN-13: 978-1940805214
ISBN-10: 194080521X
BISAC: Design / Reference

Where is the class held?

This class is online

  • The times for course times below are our US Standard Pacific Time [California Time]. If you are not in this time zone the class will start at your local time zone corresponding time. We offer several times for different schedules and time zones. Use the "Time Conversion" link in the top menu to convert our time to your local time. 

Prices listed are for a single attendee. 10% discount for 10 or more attendees. 20% discount for 20 or more attendees.

Description

A journey map is a way to describe the experiences of a customer through an interaction with products, services, brands or systems, and the emotional responses the interactions provoke. Journey mapping can then be used to design improvements to services that reflect the customer’s experience. Journey mapping, experience mapping and service blueprints are  tools that help an organization understand what their customers care about most.They help designers, marketers and managers better see the world through the customer’s eyes.

The map reveals where an organization can place resources to have the most impact for success by identifying the high and low points of the customer experience that you are currently delivering.It can pinpoint those moments that you can improve to provide a more compelling customer experience. Only by understanding what is really important to people can a product or service be efficient and effective.

The mapping approach is  a tool to support strategic design decisions. In this intensive three-hour online course, the instructor will guide the group through the process of building maps. Insight is one of the key tools available to redesign products and services in ways which save money and improve customer satisfaction.Customer insight is rapidly rising up the agenda for organizations. People’s expectations of the quality of products and services are growing. 

An experience map is a powerful technique  to describe and improve the customer or user experience. Mapping helps you look at your business from the customer perspective. It is perhaps the best tool available to help think laterally, outside your own policy agenda. 

Content

  •  What is a customer journey map?
  • What is experience mapping?
  • What is a service blueprint?
  • Why use these methods?
  • What do you want to accomplish?
  • Whose journey are you mapping?
  • How Do You Create a Customer Journey Map?
  • What are the parts?
  • Designing maps
  • Affinity diagrams
  • Emotional journey maps
  • Empathy maps
  • How to create personas
  • Start with the right foundation
  • Identify your touch-points
  • Identify the pain or stress points
  • Identify opportunities
  • Customer needs and goals
  • What are the challenges
  • Actioning a journey map.

Information

Who should attend?
Designers, consultants. engineers, marketing professionals, project managers, team leaders. managers, executives, and students. Please note we do not provide courses for those preparing online course materials.

Duration
Three hours

Prerequisites
None

By the end of the course
Students will develop knowledge of how to create experience maps. journey maps and service blueprints, the value of mapping techniques and the meaning of terms associated with these techniques.Students will have the tools to optimize customer experience.

What you will get
We provide a certificate for the course upon request. If you would like a digital certificate email us at info@dcc-edu.org after the course and we will email you a digital certificate. You will receive by post after registration one print copy of the book “Comprehensive Step-by-Step Guide to Experience Maps Journey Maps Blueprints Empathy Maps” by Rob Curedale. 

6″ x 9″ (15.24 x 22.86 cm)
Black & White Bleed on White paper
400 pages
Design Community College Inc.
ISBN-13: 978-1940805214
ISBN-10: 194080521X
BISAC: Design / Reference

Where is the class held?

This class is online

About the instructor

Rob Curedale was born in Australia and worked as a Design Researcher, Design Director, Design Educator and Designer in London, Sydney, Vevey, Switzerland, Portugal, Los Angeles, Silicon Valley, Hong Kong, China, and Detroit. Curedale has designed furniture, medical, technology and consumer products in global markets including Europe, Australia, Asia and North America.Rob is the author of 20 on design. Rob’s past positions include Senior Producer at frog responsible for proposal writing, client liaison, and business project management, North American Design Manager at Haworth, the second largest furniture manufacturer in the World and Chair of Product Design at the College for Creative studies in Detroit, then the largest Product Design teaching department in North America.Rob has lectured and taught widely internationally, including at Yale, Pepperdine MBA Innovation Program, Loyola Business Management Program, Art Center Pasadena, Cranbrook, Pratt, Art Center Europe; a faculty member at SCA and UTS Sydney; as Chair of Product Design and Chair of Furniture Design at the College for Creative Studies in Detroit, Art Institute California, Hollywood Campus, Cal State San Jose, Escola De Artes e Design in Oporto Portugal, Instituto De Artes Visuals, Design e Marketing, Lisbon, Southern Yangtze University, Jiao Tong University in Shanghai and Nanjing Arts Institute in China.Clients include:  HP, Philips, GEC, Nokia, Sun, Apple, Canon, Motorola, Nissan, Audi VW, Disney, RTKL, Government of the United Arab Emirates, British and Australian military, Steelcase, Hon, Castelli, Hamilton Medical, Zyliss, Belkin, Gensler, Haworth, Honeywell, NEC, Hoover, Packard Bell, Dell, Black & Decker, Coleman and Harmon Kardon.

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