customer journey mapping - gladwell academy international€¦ · customer journey mapping is a...
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CUSTOMER JOURNEY MAPPING2-day training
AGIL
E
Then this training is for you!
Fast track your service or product on the market
Creative problem solving
Gain rapid insight into your customers issues
Learn to use Customer Journey Mapping to place your customer first
Do you want to:
gladwellacademy.com
PurposeDuring this training you will learn to: Ð Create and using Customer Journey Maps Ð Gain customer insights in an efficient manner Ð Communicate the Customer Experience and Service Design principles visually Ð How to map on and offline touch points
Target audienceThis training has been developed for Product Owners who are familiar with Scrum and are looking for an efficient way to create as much value as possible for their customers. In addition, the training is also suitable for product managers, Customer Journey experts and entrepreneurs.
DurationDuring this two-day training you will learn the technique of: Customer Journey Mapping, Service Design, Customer Experience and Service Blueprints.
Customer Journey Mapping is a popular tool which is often used by start-ups and design teams. In recent years, more and more Agile teams and Product Owners are discovering this tool. A Customer Journey Map helps to uncover a customer’s pain points; it provides a clear and visual path where the points for improvement can be found. This is a great help for Product Owners, in prioritizing the backlog.
A Customer Journey map is only effective if customer research precedes it and if the Customer Journey map is subsequently used to actually improve the product or service. During this training you will learn the theory behind these three steps and you will practice the mapping of well-known Customer Journeys. Continuously you will start practicing with the Journey of your own customers.
CUSTOMER JOURNEY MAPPING FOR PRODUCT OWNERS
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T: +31 (0)20 24 022 44 | E: [email protected] T: +31 (0)20 24 022 44 | E: [email protected]
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PROGRAM DAY 1
DAG 2
CUSTOMER JOURNEY MAPPING#1During the first day you discover the power of Customer Journey Mapping as an instrument. You will learn the methodology to improve the customer experience and to ensure greater efficiency in customer processes. In the afternoon you will get started more practically with various Journey Maps and personas.
Morning: Ð Customer Experience: The customer comes first Ð Service Design principles Ð Customer interview and observation techniques
Afternoon: Ð A journey along different types of Journey Maps Ð Creating personas Ð Mapping a Customer Journey
Customer experience pyramid
CUSTOMER JOURNEY MAPPING#2During day two you will take an in-depth look into the techniques used to uncover the pain points of your customer.
In a visual way you learn to present the points of improvement to actually improve the product or the service for your client. Eventually you would be able to bring changes regardless of the time and size of the problem.
Morning: Ð Identifying and prioritising areas for improvement Ð Idea generation: Developing creative solutions
Afternoon: Ð Creating prototypes and testing solutions Ð Placing the customer at the center of your daily work Ð Creating a Service Blueprint
“I feel good about that”
“I did not have to try hard”
“I accomplished my goal”The
Custo
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exp
erienc
e Py
ram
id Enjoyable
Easy
Meet Needs
Outside in by Harley Manning and Kerry Bodine
5gladwellacademy.com
T: +31 (0)20 24 022 44 | E: [email protected]
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T: +31 (0)20 24 022 44 | E: [email protected]
TRAINERS Online environmentGladwell Academy works with an online learning environment. The only learning management system (LMS) connects all the people, content, and systems that fuel education. Our students and trainers use the user-friendly environment for everything. From uploading assignments to administering quizzes to communicating directly with eachother. Digitizing the classroom experience through a comprehensive LMS has irreversibly changed the classroom. Students can receive personalized, one-on-one feedback and communications with each other on a regular basis.
LocationYou can attend our classes from all over the world.
Our trainings will take place in high standard locations with modern technology for the ultimate learning efficiency. During the course, we serve only organic food and a healthy lunch is included.
Gladwell Academy delivers innovative, practically oriented training sessions and masterclasses for governments and businesses. Gladwell focuses on maximum return on investment and best value. Your learning goals are our starting point. During the training sessions, we listen to your questions and suggestions and incorporate these into the course, to make sure you achieve your objectives.
At Gladwell we use a variety of methods, from classical training and theory to simulation games. The translation of academic theory into practice is central to all of our educational programs.
Gladwell achieves this goal by including a variety of practical examples and by ensuring a consistent link with your personal development plan. The team at Gladwell Academy is young, enthusiastic and ambitious. Our trainers operate in various fields and each trainer has their own specialty.
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T: +31 (0)20 24 022 44 | E: [email protected] T: +31 (0)20 24 022 44 | E: [email protected]
gladwellacademy.com
RegistrationYou can register for this course by going to our website. gladwellacademy.com
InvestmentVisit our website for actual course rates.
In-company is always possibleAll courses offered by Gladwell Academy are also available in-company (at your location). This might be of interest to you if you need to train several colleagues at once, or if you would like to gear the training to your specific situation.
Your guarantee for qualityIf you have any questions regarding the quality of the course, please feel free to let us know. Contact us directly and we will do our best to resolve it. Call us or fill in our contact form on gladwellacademy.com
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ContactGladwell Academy
Barbara Strozzilaan 201
1083 HN Amsterdam
The Netherlands
+31 (0)20 2402244