3.95 out of 5
3.95
53 reviews on Udemy

Create a Customer Journey Map with Personas for Beginners

Step by Step Instructions to a Better Customer Experience
Instructor:
Customer Experience 24/7
160 students enrolled
English [Auto]
Empathize with your customers by walking in their shoes
Interview for key information and uncover customer problems
Create personas to provide more individualized experiences to customers
Use research to build a map that shows where your customer struggles when interacting with your business

Have you ever been let down by the experience of purchasing a product or using a service? Have you ever wanted to make a difference and actually improve what it’s like to interact with businesses? Do you also want to increase your company’s customer loyalty? If yes, customer experience is for you! I will walk you through the fundamentals of something called the Customer Experience process so that you can uncover where customers like you struggle. Then I’ll show you how to convey this information in a way that everyone can understand and relate to – something that puts customers’ lives front and center instead of business silos. This is by using what is called a Customer Journey Map to tell the story of an individual Persona. You’ll also have a better chance of convincing your business that solving these problems is important because both the Map and Persona will be based on rock-solid research and data. Please note that this course focuses on business to consumer (B to C) mapping as opposed to business to business (B to B) mapping.

Introduction

1
Introduction

Understand why Customer Experience is so important and how it makes companies stand out

2
What is Customer Experience (CX)?

By the end of this course, you will be able to explain what Customer Experience is and the role that Journey Maps, Personas, and Channels play in this field.

3
Understand your Business Question - the Foundation of your Research

Learn how to set the foundation when creating a Customer Journey Map and how to avoid analysis paralysis by focusing on what is in scope and crafting your mindset.

4
Personas - Part 1

Learn what Personas are, why they are important, and how to start creating them before diving deeply into your research

5
Time to go on a Safari

Empathize with your customer by walking in their shoes and pick up a few pain points along the way!

6
Conduct Secondary Research

Save yourself time by reading and analyzing what's already out in the world and in your own company about your current project.

7
Talk to your coworkers - Employee Interviews

Learn about the Customer Experience by talking with people from different departments - understand what the experience is supposed to look like and uncover what's not working for employees that might trickle down to affect customers.

8
Let Customers Speak for Themselves - Customer Interviews

One of the best ways to learn about your customers is to talk to them! This lesson will walk you through how to get them talking as well as some tips and tricks as you interview.

9
Putting it all Together - Research Analysis

Together we'll talk about what you do with all this beautiful information you just gathered and how to pull out the most important bits.

10
Personas - Part 2

After you've finished analyzing your research, we'll talk about how to flush out your personas a little more

11
Double check your work with a Customer Journey Map Workshop

Learn how to run the incredibly fun activity that is the Journey Mapping Workshop! The purpose of this workshop is to make sure you didn't miss anything when you created your map and after this lesson, you will understand who to invite to this workshop, what to bring, and how to execute it!

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

1 hours on-demand video
Full lifetime access
Access on mobile and TV
Certificate of Completion
Create a Customer Journey Map with Personas for Beginners
Price:
$88.98 $68

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