Journey Mapping: Case Study in Action

Customer journey maps can be a powerful tool for businesses, offering a clear view into the customer's true experience with a brand, service, or product. In this practical sequel to the introductory course, instructor Jeannie Walters walks through creating an actual customer journey map from start to finish. Jeannie covers each step, including setting goals, gathering data, facilitating a journey mapping workshop, interviewing customers to validate the map, and more. Along the way, she offers plenty of tips and techniques to help focus the process and move your team toward an actionable goal. The course wraps up with ideas for presenting and sharing the completed map, leveraging the findings, and other ways to use this important tool.

Topics include:
- What is journey mapping?
- How are journey maps used?
- Journey mapping case study
- Steps to the process
- Setting goals
- Involving the team
- Defining our customer
- Drafting the journey
- Reviewing data
- Interviewing customers
- Delivering, sharing, and using the map