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Journey Management

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What to expect?

This TiSDD DEEP DIVE is an intensive 3 half-day course on Journey Management (also known as Journey Map Operations). With a combination of talks, interactive workshops, and Q&A sessions, you'll learn how to bring journey mapping from a simple workshop tool to an interconnected information system in organizations.

DAY 1
Management Maps (3 hours incl. breaks)

  • Intro to Journey Management / Journey Map Operations (JMO)

  • Creation and use cases of Journey Maps

  • Evaluation and reliability of Journey Maps

  • Exercise on Management Maps

  • Q&A session

DAY 2
Journey Management (3 hours incl. breaks)

  • Research exercise for Emotional Journey & Dramatic Arc

  • Exercise on Journey Hierarchy incl. reflection

  • Including KPIs and building Journey Performance Indicators (JPI)

  • Personas as a strategic tool in Journey Management

  • Q&A session

DAY 3
Structures & Governance (3 hours incl. breaks)

  • Overview of governance system for Journey Management

  • JMO as an information system for organizations

  • Connecting JMO with Triple Track Agile Management

  • Exercise on crafting a roadmap to introduce JMO in organizations

  • Q&A session

Journey Management enables you to:

  • Keep a hierarchy of maps that are always up-to-date

  • Build a repository of previous projects and research data

  • Coordinate all projects in your organization with impact on CX/EX

  • Find old projects and build new projects on existing data

  • Create a dashboard of CX/EX for management

  • Actively build bridges between organizational silos

No matter if you’re completely new to journey maps or if you’re a veteran in journey mapping, using journey maps as a visual customer-centric management tool requires a specific set-up and governance structure. When implemented correctly, it can help you to keep an overview of ongoing and planned initiatives in your organization as well as a repository of past projects including previous journey maps and research data.

Dates and Times 

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Meet the trainer

Course fees and registration

Includes:

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SDN Professional Accreditation (A value of up to €1,800!)

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Two-year Professional SDN membership (A value of up to €360!)

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Participation in all lectures and collaboration sessions

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Interaction with course participants, trainers and guest experts

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All course content, supplemental learning material and assignments

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Course completion certificate

SDN Members

€2,990 Early Bird (until 5 August)

€3,340 Normal price

Non-SDN Members

€3,190 Early Bird (until 5 August)

€3,490 Normal price

Course

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Limited spaces available!

Country income-indexed pricing applies to this and all SDN Academy courses. Eligible participants (based on their country of residence) qualify for discounts. A limited number of seats are available per cohort. To determine if you qualify to apply, read our FAQ at the bottom of this page.

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