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Journey Mapping: Case Study in Action

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Overview

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Walk through the steps of building a customer journey map and learn about the practical uses for the insights provided by journey mapping.

Syllabus

Introduction
  • Customer journey mapping as a tool
1. Journey Mapping Basics
  • What is customer journey mapping?
  • How are customer journey maps used?
  • Customer journey mapping with Red30
2. Journey Mapping Preparation
  • Setting customer journey mapping goals
  • Building a customer journey mapping team
  • Defining a customer persona
  • How to approach customer journey mapping
3. Drafting the Journey Map
  • Reviewing data for customer journey mapping
  • Inside-out customer journey mapping workshop
  • Identifying moments of truth
  • Interviewing frontline employees
4. Validating the Journey Map with Customers
  • Getting customers involved in the journey map
  • Conducting customer interviews
  • Customer observation work
5. Finalizing, Sharing, and Using the Journey Map
  • Finalizing and designing the customer journey map
  • Sharing the customer journey map
  • The customer journey map as a living document

Taught by

Jeannie Walters

Reviews

4.7 rating at LinkedIn Learning based on 604 ratings

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