This is a hands-on, practical workshop suitable for anyone wanting to learn more about how to create, use and learn more about customer journey mapping.
About journey mapping
Organisations of all types increasingly recognise the importance of delivering better experiences to their customers and frontline staff, but many struggle with obtaining a shared perspective of what the current customer experience is, and in communicating a unifying vision for the future customer experience.
Journey mapping is a process that enables you to capture and communicate current and future customer experiences. The Journey Map is a visual artefact that expresses the layers surrounding the customer experience. This becomes a tool that allows an organisation to assess the experience they deliver today, project the kind of experience they want to be delivering in the future, and move forward, creating tangible action plans to bring the new and/or improved services to life.
What you’ll get
This full day, hands-on workshop covering current state journey mapping provides the following:
- An introduction to Journey Mapping – approaches to creating maps, current and future state maps
- Practical guidelines on activities and tasks to use in gathering information about the customer experience, staff experience, systems, processes and artefacts currently in place
- Exposure to research approaches and techniques that can be used to obtain customer insights
- Practical guidelines on how to map the information in a clear and concise way
- Practical guidelines on how to make use of the map
- Exposure to example current and future state maps
Who it’s for
This workshop is ideal for anyone tasked with helping their organisation become more customer-centred. This includes managers of innovation, marketing, IT, products, and customer experience professionals, as well as start ups, business analysts, change managers, and in-house design teams.
Why learn from us?
- We support Australia’s largest organisations
We work with many of Australia’s private and public organisations using Service Design to help them tackle their biggest challenges.
- Our expertise is recognised and sought after
Our work wins prestigious awards. We sit on the Good Design Council of Australia. We judge the Good Design Awards. Over the past year our people have been invited to speak or deliver workshops across Australia, as well as in Helsinki, Copenhagen, Istanbul, Bogotá and across the US.
- We love to share what we’ve learned
We continually evolve our approach and we love to share what we’ve learned along the way. We use real life examples and encourage others to share their experiences and questions.
- Those who learn with us give us the thumbs up
"Thank you again for a wonderful workshop. I found it extremely engaging and highly informative. The balance between theory, examples and practical exercises was perfect and delivered in a way that was easy to understand." Sydney 2016
About Meld Studios and the workshop team
Meld Studios is an award winning design studio with offices in Sydney and Melbourne. We seek to improve the everyday lives of people as they interact with the world around them.
We work with organisations such as Telstra, Qantas, Westpac, AMP, NRMA, The State Library of Victoria, the NSW Department of Justice, Digital Transformation Office, University of Melbourne, and the NSW Department of Education and Communities to do just that.
The workshop will be led by Iain Barker, co-founder and Principal at Meld Studios.
If you have any questions about the workshop, please contact firstname.lastname@example.org.
Do you tailor and run your courses for organisations?
We do. Please email us at email@example.com
What if I need to cancel?
We don't offer refunds, however you can transfer your registration to a colleague.