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LinkedIn Learning

Building a Journey Map: A Hands-On Workshop

via LinkedIn Learning

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Overview

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Get a hands-on deep dive into building a journey map to plot a customer’s experience over time.

Syllabus

Introduction
  • Build a journey map
1. What Is Journey Mapping?
  • The benefits of journey mapping
  • The tough questions
  • Building blocks of a journey map
2. Getting the Right Data
  • Imagine the last time you took a trip
  • Choosing key phases for your journey map
  • Gathering data for your journey map from secondary sources
  • Gathering data for your journey map from primary research
  • Asking the right questions
3. Teasing Insights from Data
  • Synthesizing insights from data: Thematic analysis coding
  • Synthesizing insights from data: Coding in action
  • Cluster analysis for large volumes of data
  • Visualizing a nonlinear journey map
  • Prioritization techniques to identify moments of truth
4. Making Value-Driven Decisions
  • Ideating opportunities
  • Considering the journey for different audiences
  • Service blueprinting: A plan for backstage support
Conclusion
  • The journey continues

Taught by

Sarah Weise

Reviews

4.7 rating at LinkedIn Learning based on 232 ratings

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