Customer journey mapping.
A 2-week program to uncover opportunities for innovation by walking a mile in your customer's shoes.
Perfecting customer experience.
This in order to deliver a product or service that will set you apart, a product or service that not only delivers value to your customers but also incorporates an eye for the whole experience chain.
Experience is the new currency, and it starts with understanding the journey of your customer.
Let’s not sugarcoat it. Often when companies talk about innovation, they talk about coming up with the best technology or the best solution on the market that will set them apart from other competitors. If you refer to Doblin’s 10 types of innovation, you know that’s just one way of innovating. Another way of innovation comes from better understanding your customer’s total experience and asking yourself how you can improve it.
What will participants learn during this 2-week course?
A thorough understanding of customer journey mapping
After following this 2-week course, participants will have a great understanding of what a customer journey mapping exercise exactly is, when it’s relevant, and which actions to take afterward.
further design opportunities
Apart from the results of customer journey mapping itself, the process of user research will unveil additional unmet needs and opportunities for design.
Empathy and other design thinking techniques
Customer journey mapping is a great exercise to get to know empathy, design thinking, and customer centricity. Learn how to immerse yourself in the lives of the users you’re designing for.
We don’t like too much theory – learning by doing is proven to be far more effective (and fun). Our customer journey mapping program makes participants work on real business cases so that learning is directly transferred into the daily job.
A designer mindset
Get biased by action, suspend judgment during the exploration phase, focus on human values & behaviors, listen attentively rather than waiting to reply, and work collaboratively.
Tools, methods & templates
We’ll provide you with all the tools, methods and templates we use during the innovation program to make sure you can continue practicing customer journey mapping in your day to day work.
A 2-week course to master customer centricity.
During this 2-week course, the team will learn through practice to develop the mindset and capabilities to master customer journey mapping.
A real-life challenge will be used to showcase the process.
Our coaches will be by your side to help you fine-tune your skillsets based on your individual needs and personal strengths.
Customer journey mapping helps innovation teams to identify pain points in the customer experience for a specific product or service and a specific persona. By ideating those specific pain points around, you’ll make sure that the scope of your project is actually relevant.
We’ll also use customer journey maps as a conversation starter during interviews with the people you’re designing for. Having a full overview of the customer experience of your final users triggers relevant questions to further empathize with your target audience.
Instead of capturing customer interviews into Word documents, a customer journey map will let you contextualize and visualize the results: positive and negative interactions are clearly mapped against each stage of the journey, accelerating the identification of pain points.
Trusted by Fortune500 and global innovators.
Board of Innovation makes Fortune500 corporations innovate like startups, mixing proven methods from design thinking and lean startup.
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Customer journey mapping.
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