Customer Journey Mapping
Explore how to help people like never before
Learn how to draw residents’ experience of your service from their point of view. Capture the steps they take, how they feel about it, and what you can do to improve future experiences.
With these maps you can identify ‘pain points’ and make changes so that your service is truly user centred.
Who should attend
If you are new to customer journeys, this course is perfect for you.
The training is for anyone who faces complex problems and residents’ needs you have to respond to. You might be part of a local government transformation team, a new service designer, a user researcher or a project manager.
Want to know more?
Do you have questions or would you like advice? Get in touch with Rebecca!
Rebecca - Consultant & Trainer
Costs
Inhouse training (group)
- 15 delegates
- 1/2 day
- Your location or Online
- £3,000
- Entry level beginner
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Course contents
Learn how to draw customer journey maps, identify ‘pain points’ and make changes to improve your service.
A customer journey map is a visual storyline of every engagement a resident has with your service. The customer journey mapping process puts your organisation directly in the resident’s mind to better understand his/her thinking, needs and perceptions.
Your benefits
- Our training is co-designed with the public sector.
- All our trainers have lived experience of using Service Design in public sector organisations.
- You get examples and guidance on how to adapt theory so it fits within your organisation’s culture and set up.
- The training is far from ‘talk-over slides’. We combine the depth, substance and rigour of an academic qualification with fun, collaborative and creative workshops.
About the trainers
Megan Davies
About me
Since studying entrepreneurship at university, Megan has always been applying design thinking principles to developing innovative solutions. With Basis, she has developed new leisure services, reviewed online community platforms, and designed solutions for the social care sector in Wales.
Max Goodall
About me
Max has helped bring service users’ stories to life so that people can truly understand their needs. With years of experience developing user personas through data analysis, interviews, and surveys, he shares practical insights on the best approaches for capturing and utilising user perspectives.
What the training gives you in practice
Thorough knowledge
Understand how to analyse your findings and think through practical ways to change future users’ experiences.
Apply tomorrow
Know how to interview residents to understand, capture and map their experience of using your services.
More impact
Our specialised Service Design courses equip your organisation to achieve better results, more social value, and crucially improve outcomes for your residents.
Storytelling
Learn how to tell your user's story and gain suppot to implement changes.
What our fans say
Proven success
Organisations we train(ed)
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How does booking and payment work?
1
You book on this website, or on our Eventbrite pages
2
You do not have to pay immediately
3
You will receive an invoice in the name of your organisation (if desired, with your order number)
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Government Transformation
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