Join us for a mix of theory and practical activities to help you better understand and communicate the behaviours, needs and experiences of customers and staff as they interact with organisations.
WHAT WE COVER
- Introduction to core concepts
- Practical tips for conducting qualitative research
- Approaches for making sense of qualitative research
- Exposure to a range of existing journey maps
- Creating current state journey maps
- Using current state journey maps to drive change
WHO WILL WANT TO ATTEND?
This course is right for service designers, innovationists, change managers, and folk in front-line service delivery, marketing, communications, product development and IT roles seeking to:
- Understand current customer / staff experiences.
- Communicate current customer / staff experiences.
- Maps to support customer-centric business decisions.
- Attract funding for customer-centric initiatives.
WHY LEARN WITH 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
What should I wear?
You will be conducting field research as part of this workshop. Please come prepared to spend an hour or two outside.
What is a journey map?
Journey mapping helps organisations better understand their customers and the staff delivering customer experiences. 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.
Do I need to attend your other courses first?
While our courses are complimentary, they are designed as stand-alone offerings.
Do you offer bulk discounts?
We do indeed. Good question! Click here.
Do you tailor and run your courses for organisations?
We do. Please email us at firstname.lastname@example.org
What if I need to cancel?
We don't offer refunds, however you can transfer your registration to a colleague.