An Introduction to Service Design through Journey Mapping
Early-bird Tickets end: Aug 26, 2019
Registration deadline: Sep, 17 2019
A course by Jesse Grimes
Dates: Jan 1 - Jan 1, 2021
Hours: 09:00 - 17:00 CET (GMT+1)
Jesse Grimes (he/him)
Kolmiot Service Design
Watch Jesse Grimes's
What to expect?
Looking for how to transition to service design? Or are you starting out in the field and in search of a boost for your skills? This two-day training will set you on the right course. Using journey mapping as versatile method that can form the basis for an entire service design trajectory, you'll get hands-on experience combined with a mix of theory.
Course in details
Journey maps and customer journeys are a cornerstone of service design. In an accessible and approachable manner, they are an ideal way of capturing and communicating customer experiences. They allow research findings and insights to be synthesized into a readable visualization, offer jumping-off points for ideation activities, build consensus and shared ownership of a vision for service experiences, and lay the groundwork for steps towards implementation.
By learning how to use journey maps as a basis for service design projects, you can also learn foundational knowledge of service design: The importance of research and a customer-centeredness, the value of multidisciplinary teams, how a holistic perspective allows service experiences to be strategically orchestrated. Furthermore, you'll touch on related, core service design activities, such as service ecosystem mapping and ideation techniques.
Why journey mapping?
This course offers a tried-and-tested, engaging mix of both theory and hands-on "learning by doing". You'll work in teams on a real-world case, and have a chance to experience first-hand how to:
Plan and scope customer journey projects
Determine the necessary research to derive findings and insights
Create journey map visualizations
Apply ideation techniques to address identified opportunities and pain-points
Move from journey mapping towards implementation
You'll also learn a specific, multi-stage project approach that you can take back to your current work. It will allow you to put the power of journey mapping - as an element of service design - to work in your day-to-day job.
Who is this course for?
Anyone who wants to develop their ability to proactively create and accomplish a simplified and highly productive working environment.
Co-creation in the context of journey mapping
Journey map types
Extending the journey map
On to implementation: Next steps
Resources for further learning
An introduction to service design
The importance of journey mapping
Journey maps as a basis for service design
How to plan and scope a journey map-based project
Customer research and insights
Breaking down the journey map
74 Waterfall Drive
2090 South Africa