An Introduction to Service Design through Journey Mapping

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Early-bird Tickets end: Aug 26, 2019

Registration deadline: Sep, 17 2019

A course by Jesse Grimes

GENERAL INFO

Dates:   Jan 1 -  Jan 1, 2021

Hours:  09:00 - 17:00 CET (GMT+1)

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Language:

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English

Course level:

Intermediate

Jesse Grimes (he/him)
Kolmiot Service Design 

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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 c​ourse 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.

COURSE OUTLINE

DAY 1
  • Ideation techniques

  • Co-creation in the context of journey mapping

  • Multiple-criteria decision-making

  • Journey map types

  • Extending the journey map

  • On to implementation: Next steps

  • Resources for further learning

DAY 2
  • 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

€18  €20

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EARLY BIRD SDN MEMBER

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*Early-bird tickets available until Aug 26, 2021
*Registration deadline: Sept 17, 2021

 

LOCATION

Zoom 

Accenture Interactive

74 Waterfall Drive

Building 3

Midrand

Johannesburg

2090 South Africa