Customer Journey Mapping

150 

Date: 11 Nov 2017. Discounts might apply for groups.

 

In stock

SKU: 443 Category: Tags: ,

Workshop description

Date: 11 Nov 2017
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
  • Bulent Duagi
    Bulent Duagi Business Development

    Billy loves building useful products and has a rich corporate experience from Bitdefender, Vodafone and Adobe. He is active in the local Product community and occasionally contributes to startup programs as a mentor.

Basic business & product understanding is required.

Workshop description

Experience level

Essentials, Medium

When

On demand/Not scheduled

Category

User Experience

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