Journey maps are more than just tools for workshops. When properly structured and utilized, they become a powerful, interconnected system that fosters organizational growth and customer-centric transformation. Whether you’re new to journey mapping or have years of experience, there’s always more to learn about turning these maps into a reliable framework for managing customer and employee experiences.
That’s where our upcoming course, Journey Management or Journey Map Operations, comes in. Taking place on December 10–12, 2024, this intensive three half-day training will empower you to master the art of transforming journey maps into strategic tools that drive meaningful change. Taught by SDN Accredited Master Marc Stickdorn.
What is Journey Management?
At its core, Journey Management is about more than creating visual customer journeys. It’s about building a scalable system that helps your organization stay agile and aligned with customer and employee expectations. By adopting this approach, organizations can achieve:
Up-to-Date Maps: Maintain an always-accurate hierarchy of journey maps.
Data Repositories: Consolidate past research, initiatives, and journey maps into a single source of truth.
Project Coordination: Align CX/EX projects across teams for unified impact.
Knowledge Leverage: Access previous insights to avoid reinventing the wheel.
Cross-Silo Collaboration: Break down organizational silos and build stronger connections.
These elements not only streamline operations but also act as a catalyst for transformation in larger organizations, turning customer-centric efforts into a journey-centric culture.
Who Should Attend?
This course is tailored for:
CX and EX professionals looking to elevate their impact.
Service designers aiming to integrate journey maps into operational workflows.
Organizational leaders eager to create cross-functional alignment and foster collaboration.
What You'll Learn
Through expert-led talks, interactive workshops, and live Q&A sessions, participants will explore:
How to set up and govern journey management systems.
Best practices for using journey maps as dynamic tools rather than static artifacts.
Techniques to connect past projects and build on existing data.
Strategies for embedding journey management within organizational culture.
This hands-on experience ensures you'll leave with actionable knowledge, ready to transform how your organization approaches customer and employee experiences.
Why Now?
Organizations often face the challenge of maintaining consistency across their CX/EX initiatives. Without a centralized system, valuable insights are lost, projects become disjointed, and silos deepen.
Journey Management offers a solution by turning journey maps into a connective tissue—linking initiatives, data, and teams. As a result, organizations gain clarity, alignment, and the ability to create sustainable impact.
The time to adopt this mindset is now, especially as the demand for integrated customer and employee experiences continues to grow.
Course Details
Dates: December 10–12, 2024
Time: 14:30–17:30 CET
Format: Online (Interactive)
Meet the Trainer
Marc is Co-founder and CEO of ‘More than Metrics’, a growing company creating software for service design, such as ‘Smaply’ and ‘ExperienceFellow’. With a background in strategic management and service design, he helps organizations to sustainably embed service design in their structures, processes, and culture. He developed the approach of Journey Map Ops, a customer-centric management approach for agile organizations using digital journey maps as a visual management tool.
He is editor and author of the award-winning book “This is Service Design Thinking” (2010) and a main author of its sequel “This is Service Design Doing” (2018) and “This is Service Design Methods” (2018). Marc regularly speaks at conferences on service design and entrepreneurship. He teaches service design at universities and gives public and exclusive executive courses. Since many years, he pursues a PhD at the University of Erlangen-Nuremberg in Germany in information systems based on design science in which he developed a new mobile ethnographic research approach. He is almost finished since many years…
Marc lives in Innsbruck/Austria surrounded by the European Alps. If Marc is not working, he loves traveling with his family, and enjoys good coffee.
Ready to Lead the Transformation?
Take the next step in your journey-mapping evolution. Our Journey Management course will equip you with the tools, insights, and confidence to make journey maps a cornerstone of your organization's strategy.
Seats are limited, so secure your spot today!
This course is your gateway to becoming a journey management expert. Join us and turn insights into impactful actions that drive success for both your customers and employees.
Sources:
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For any questions, feel free to reach out to us at academy@service-design-network.org.
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