Workshop description
| Date: on demand |
| Duration: 8 hours |
| Place: Mobile Academy HQ |
| Seats: 10 |
| Snacks, coffee, fun |
| Lunch is not included |
Understanding the whole journey that your customer has and designing delightful experiences for it is critical in a crowded app market.
Discover in this workshop the elements of a customer journey mapping, learn from a case study and practice hands-on with designing a customer journey map for an app.
- Product managers
- User Experience designers
- Marketing specialists
- Customer Service specialists
- Business Analysts
- Project Managers
- Developers may also find this course helpful
Basic business & product understanding is required.
Part I:
- Overview about Customer Journey Mapping
- Elements of a Customer Journey
- Case study: Journey of a mobile banking customer
Part II:
- Exercise: working in groups for mapping a customer journey
- Feedback based on the exercise
Part III:
- Why, how and when to influence the customer journey
- Identifying high and low points in the customer journey
- Using user research methods for validating assumptions
- Exercise: identifying ways to influence important moments in the customer journey above
Part IV:
- Overview about microinteractions
- Elements of a microinteractions & examples
- Exercise: design 1 microinteraction to influence a moment in the customer journey above
- Wrapping up: Q&A and next steps
Basic business & product understanding is required.
