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Design Thinking : Customer Journey Mapping

Sure shot way to delight customers, improve customer experience & become profitable
Nilakantasrinivasan Janakiraman
1,028 students enrolled
English [Auto]
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

Through a Case Study, this course will teach you to create Customer Journey Map of your own organization. Journey Mapping is a design thinking tool and 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.


Example & Relevance of Journey Map


Through an example, understand the relevance of Journey Map.

What is Customer Journey Map?

Understand in detail what a Customer Map is!

Case Study : Elements of Customer Journey Map

If you need to create a Customer Journey Map, you will need to understand its components. That's what we will do in this lecture.

Process Map Vs Customer Journey Map

Understand how a customer journey map is different from a process map.

Case Study: Creating Detailed Customer Journey

You will learn how the core journey of the customer is created in this lecture.

Case Study: Using Customer Personas for Creating Customer Journey Map

Learn about how customer personas are included in Customer Journey Map.

Case Study: Capturing Emotions in Customer Journey Map

In this lecture you will learn how capturing emotions is important in Journey Map and the methods to do so.

Case Study : Identifying Barriers & Levers

In this lecture, you will look at the barriers and levers of the case study and relate them to emotions captured earlier.

Example of Placing a Lever in Customer Journey

Here, you will look at another example of placing a lever in customer journey

Bonus Lecture: Soft aspects of Journey Mapping & Next Steps

This final lecture is also understanding certain softer aspects of journey map.

You will also get to work on an assignment/project.

Please share your project to instructor as a direct message.

Bonus Lecture: Access to other courses
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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1 hours on-demand video
1 article
Full lifetime access
Access on mobile and TV
Certificate of Completion
Design Thinking : Customer Journey Mapping
$55.98 $39


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