1-Day Customer Journey overview

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2018 Course Overview A’dam / English Spoken

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DesignThinkers Academy Amsterdam

One-Day Customer Journey Mapping Course

2018

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This high energy one-day course will give you a common level of understanding of the Design Thinking principles, key tools & terminology.

The focus of this course will be on this hands-on part, learning by doing. The main tool we will practice during the course is the Customer Journey Mapping.

Stakeholder Mapping

Personas

Customer Journey Mapping

Stakeholder Mapping builds a better picture of the ‘eco-system’ that you are exploring. Stakeholders are people, teams or organizations that directly or indirectly exchange ‘value’. The exchange of value is used as the basis to explore the surrounding context.

Personas allow to move away from abstract demographics and towards the wants and needs of real people. By telling the story of your persona you can really make them come to life. It functions as an archetype and assumes the attributes of the group it represents.

Customer Journey Mapping allows us to step further into the customer shoes. It visualises the customer’s perceptions and the larger surrounding context at the different stages in the journey. It provides a deeper insight into customer needs, perception, experience and motivation.

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One-Day Customer Journey Mapping Course

Our Tools

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As a start, you will experience a short and interactive introduction to Service Design Thinking. It enables you to develop and deliver innovative ideas, change and solutions to complex problems. It is an activity-based process with a strong emphasis on teamwork and co-creation.

‘Learning-by-doing’ is at the core of Service Design. Most of the day, however, will be spent on working on a specific case using the Customer Journey Mapping tool. The tools we will practice during the Customer Journey Mapping Course will be handed over at the end of the training and are free for use. Customer Journey mapping is the core of the course and reflects upon the interaction of the customer with the service.

Highlights:

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One-Day Customer Journey Mapping Course

Our Methods By visualising the interaction of the customer with the service, you’ll get a deeper insight into customer needs, perception, experience and motivation.

It will answer questions like: What are people really trying to achieve? Why do they make a choice? What are they experiencing, feeling, while trying to reach the desired outcome? This qualitative design research tool will provide you with customer insights to improve the customer’s experience.

“‘’The Customer Journey Mapping Course was a very inspiring experience where you get to know your customer better and his/her needs about a certain product or service’’ ” Participant , DesignThinkers Academy Customer Journey Mapping Course 2018.

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One-Day Customer Journey Mapping Course

Watch video

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Morning Welcome & Introduction 09:00

Stakeholder & Value Network Mapping 12:30

Jeroen van der Weide Jeroen van der Weide, is specialized in developing innovative climates in organization: helping people find solutions for business problems and facilitating creative processes.

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One-Day Customer Journey Mapping Course

Day 1

Working Lunch

Afternoon Personas 13:30

Customer Journey Mapping as a Research Tool

Edoardo Costa Edoardo Costa, brings a multidisciplinary approach to Service Design Thinking projects by bringing strong visualizations skills to the table.

Customer Journey Mapping as a Design Tool 17:00

Closure 2018

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Including lunch, snacks and drinks.

Discounts available for teams signing up or NGO’s.

Prices are excluding VAT.

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One-Day Customer Journey Mapping Course

Tickets

Early Bird Ticket

(available one month in advance)

€315

Regular Ticket €395

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The Customer Journey Mapping course is organized by DesignThinkers Academy. DesignThinkers Academy aims to inspire by organizing thought-provoking events and lectures, trainings and personal coaching programmes to help organizations build the necessary capabilities, cultures and mind-set. The DesignThinkers Academy is initiated

by DesignThinkers Group, a leading ‘design driven’ innovation

agency helping organizations around the world making the transition from being strictly product oriented and sales driven, towards being service oriented and human centered.

The DesignThinkers Academy Network is an open platform to facilitate and inspire a rich conversation between creative thinkers&doers, to trigger a positive impact on peoples lives, careers and our ever-changing world.

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One-Day Customer Journey Mapping Course

DesignThinkers Academy

“Because of this training, I finally understood how valuable it is to get into your customer shoes for one day and experience the product or service from their side.”

Participant , DesignThinkers Academy Customer Journey Mapping Course 2018.

2018

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One-Day Customer Journey Mapping Course

Questions?

Just ask! info@designthinkersacademy.com

Global Head Office Nieuwe Leliestraat 13,1015SH Amsterdam info@designthinkersacademy.com +31 (0)20 471 00 70 2018