Introduction to Journey Mapping

This introductory workshop on Customer Journey Mapping offers a practical foundation in understanding and improving customer experiences. Participants will learn how to create a customer journey map by defining personas, identifying touchpoints, mapping emotions, and recognizing pain points across each stage of the customer journey.

Through hands-on activities, they will discover how to derive actionable insights from journey maps to enhance customer satisfaction and align team efforts around customer-centric improvements. This engaging workshop equips attendees with essential tools and strategies to make impactful CX changes in their own organizations.

Program Topics

• Introduction to Customer Journey Mapping
• What is a Persona?
• Building a Customer Journey Map
• Pain Points and Opportunities for Improvement

Objectives

• Gain a customer-centric view of your organization’s services.
• Identify and prioritize critical moments for impactful and actionable improvements.
• Learn a repeatable method for journey mapping that can be applied to future projects.

Virtual Format

This training will be held online on Zoom, which you can easily join from your home network—no corporate VPN required. To enhance the experience, we’ll also be using Miro, a collaborative virtual whiteboard, to make the session more interactive and engaging.

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Design Thinking for Complex Environments | Nilufer Erdebil | TEDxOttawa

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