Design Thinking - Customer Journey Mapping

Design Thinking : Customer Journey Mapping, available at $54.99, has an average rating of 4.4, with 11 lectures, based on 428 reviews, and has 2641 subscribers.

You will learn about Be able to redesign customer experience (CX) for your products/services Using Design Thinking tool for Customer Experience Management Be able to create a customer journey map Be able to redesign customer experience (CX) for your products/services This course is ideal for individuals who are Designers or Marketing Professional or Customer Service Professional or Digital Transformation Professional or Start-ups / Anyone working on new idea It is particularly useful for Designers or Marketing Professional or Customer Service Professional or Digital Transformation Professional or Start-ups / Anyone working on new idea.

Enroll now: Design Thinking : Customer Journey Mapping

Summary

Title: Design Thinking : Customer Journey Mapping

Price: $54.99

Average Rating: 4.4

Number of Lectures: 11

Number of Published Lectures: 11

Number of Curriculum Items: 11

Number of Published Curriculum Objects: 11

Original Price: $34.99

Quality Status: approved

Status: Live

What You Will Learn

Be able to redesign customer experience (CX) for your products/services

Using Design Thinking tool for Customer Experience Management

Be able to create a customer journey map

Be able to redesign customer experience (CX) for your products/services

Who Should Attend

Designers

Marketing Professional

Customer Service Professional

Digital Transformation Professional

Start-ups / Anyone working on new idea

Target Audiences

Designers

Marketing Professional

Customer Service Professional

Digital Transformation Professional

Start-ups / Anyone working on new idea

Design Thinkingis an alternate approach to strategic problem solving so that you can create experiences users love.  It aims to gain deep insights about customer’s, their preferences and perspective about how they go about in their lives and in doing so, avail value from your products and services. So, as a product or service provider, seeing it through their customer’s lens can provide immense value in improving customer experience and loyalty. It can guide teams to effectively brainstorm innovative ideas (more importantly on the right problems) and test those new ideas, refine them and before taking business decisions such as investments or strategic direction.

Customer Journey Mappingis an important tool of Design thinking which can create immense value, excel in CX delivery that entrepreneurs, product managers, business leaders, can use to unlock value and map customers’ unarticulated needs and expectations along their buying and servicing lifecycle (Customer Lifetime) 

The purpose of the customer journey map is to identify the touch points of engagement with customers. The interaction at the touchpoints can help you to identify customer needs and expectations that are not visible to you as a product manager. An important element of customer journey map is that it is not a mere point in time analysis of customer needs at one single step at a time, but a coherent study of customer’s journey across their life cycle of the product or service, as the customer uses it.

Through a Case Study, this course will teach you to create Customer Journey Map of your own organization. Journey Mapping is a design thinking tooland is widely used to understand and empathize with the customers. Using the Customer Journey Mapping, barriers and levers in the customer’s end to end journey can be identified and they can be used to re-design or re-think the entire customer experience. This is one of the best tool to develop human-centric designs.

To whom this course is meant for?

Professionals from Marketing, Customer Service, Digital Transformation, UI/UX, Design Team & Start ups.

What is a Customer Journey Map?

Customer Journey Map is a design thinking tool that can be used to improve customer experience & provide wow moments for the customers.

Is it relevant to my sector?

Virtually it is applicable to all scenarios where there is interaction. (B2B, B2C, Govt, Social Business, Non-business) 

What are the benefits of Journey Mapping?

Typical benefits include 15% improvement in customer retention, loyalty improvement and increase in sales conversion.

Course Curriculum

Chapter 1: Introduction

Lecture 1: Example & Relevance of Journey Map

Lecture 2: What is Customer Journey Map?

Lecture 3: Case Study : Elements of Customer Journey Map

Lecture 4: Process Map Vs Customer Journey Map

Lecture 5: Case Study: Creating Detailed Customer Journey

Lecture 6: Case Study: Using Customer Personas for Creating Customer Journey Map

Lecture 7: Case Study: Capturing Emotions in Customer Journey Map

Lecture 8: Case Study : Identifying Barriers & Levers

Lecture 9: Example of Placing a Lever in Customer Journey

Lecture 10: Bonus Lecture: Soft aspects of Journey Mapping & Next Steps

Lecture 11: Bonus Lecture: Access to other courses

Instructors

Nilakantasrinivasan Janakiraman
Customer Experience & Business Transformation Leader

Rating Distribution

1 stars: 11 votes

2 stars: 19 votes

3 stars: 121 votes

4 stars: 144 votes

5 stars: 133 votes

Frequently Asked Questions

How long do I have access to the course materials?

You can view and review the lecture materials indefinitely, like an on-demand channel.

Can I take my courses with me wherever I go?

Definitely! If you have an internet connection, courses on Udemy are available on any device at any time. If you don’t have an internet connection, some instructors also let their students download course lectures. That’s up to the instructor though, so make sure you get on their good side!