Get an unfair advantage by deeply understanding your customers with a journey map.
According to NNCP, nearly 70% of organizations use Customer and User Journey Mapping. If you're in a business that cares about customers, you need to know how to create and use a customer or user journey map.
In this introductory course, we'll work through a proven and repeatable process to create a customer journey map and a user journey map. We'll use concrete examples from a "Global Coffee Shop Brand" and an "eCommerce Retail Brand" user journey.
What makes this course different?
Not only will you learn the basics of creating a journey map, you'll learn the soft skills that make the difference between a making journey map that radically transforms the customer experience and one that gets tossed in a drawer.
The dirty secret is that many customer journey maps are created, but few succeed in actually transforming the customer experience.
This course provides practical, tactical materials to build a business case that gets your journey map project funded, persuading stakeholders to care about your journey map, and how to make sure your journey map gets used.
“I was tired of creating journey maps that took months to create but never got used…”
You can learn how to create a journey map anywhere. There are dozens of books and courses that can teach you the mechanics of building a map. But in this course, we will go beyond the obvious. Only “Creating Magnificent Journey Maps” teaches you how to build a map, persuade stakeholders to fund the project, and get people to use the map to transform the customer experience.
Curriculum and Materials
- Introduction to the course (6:19)
- What are Journey Maps, what problems do they solve, and how are they constructed? (21:48)
- [DOWNLOAD] 20 Customer Journey Map Examples
- [VIDEO WALKTHROUGH] How get started building a journey map with Uxpressia (19:02)
- [DOWNLOAD] Checklist for Customer Journey Map Basics
- Frequently Asked Questions (FAQs) (9:09)
- [READ ME] How to get your free access to Uxpressia Pro - the software we'll use to build our personas and journey maps
- [PLEASE COMPLETE] End of Module 1 Feedback Survey
- What is a Persona, and how do we create a great one? (18:22)
- [VIDEO WALKTHROUGH] Follow along as I use Uxpressia to create a Persona for our Target Drive Up customer journey (33:00)
- [DOWNLOAD] Example Persona - Lisa Gutierrez
- [FREE RESOURCES] Free resources for creating Personas
- [ORIGINAL EXAMPLES] Three exclusive Persona examples
- [DOWNLOAD] 20 Example Personas
- [DOWNLOAD] Example Persona - Katie Voase
- [DOWNLOAD] Example Persona - The Palmer Family
- [PLEASE COMPLETE] End of Module 3 Feedback Survey
- An introduction to Hypothesis Mapping, and how to test your map with customers (14:17)
- [DOWNLOAD] Customer Journey Map Template
- [DOWNLOAD] 3 Workshop Tools
- [ORIGINAL EXAMPLES] Four More Example Journey Maps
- [QUIZ] Module 5 Quiz
- [READ ME] Don't forget to sign up for Uxpressia!
- [PLEASE COMPLETE] End of Module 5 Feedback Survey
- How to Get Buy-In and Put Your Journey Map to Work (35:58)
- [VIDEO WALKTHROUGH] My recommended platform stack for running virtual workshops (16:47)
- [DOWNLOAD] How to Articulate Key Insights
- [DOWNLOAD] Target Drive-Up Journey Map
- [DOWNLOAD] "Create Action From Insight" Worksheet
- [PLEASE COMPLETE] End of Course Feedback Survey
Who should take this course?
"Creating Magnificent Journey Maps" is for anyone who wants to help their organization become more customer-centric. Former students have included:
- Marketing managers
- Marketing strategists
- Customer Experience managers
- UX designers
- UX strategists
- Small business owners
- Entrepreneurs
- Consultants
- Sales and Promotions Managers
Here's what students are saying about the course:
"I'm loving it - there's so many examples and useful information. I like the pace too - one module a week is perfect."
- Yasif, Marketing Customer Experience Manager
"So far this is a great course, well worth the money. Thank you!!" - Debbie, UX Designer
"Loved all the examples in the course, it makes learning so much easier. Specifically the 20 examples of journey maps with your comments." - Joseph, Consultant and Educator
About your instructor
Jennifer Clinehens is currently Head of Experience at a major global experience agency and holds a Master's degree in Brand Management as well as an MBA from Emory University's Goizueta School.
Ms. Clinehens has client-side and consulting experience working for brands like AT&T, McDonald's, Adidas, and more. She's also helped shape customer experiences in the United States, North America, Europe, Australia, and Asia.
A recognized authority in marketing and customer experience, she is the author of CX That Sings: An Introduction to Customer Journey Mapping and Choice Hacking: How to use psychology and behavioral science to create an experience that sings.
I don't have journey mapping software - can I still take this course?
Of course! Thanks to my friends at Uxpressia, you'll get access to Uxpressia Pro journey mapping softwaref
Used by brands like Microsoft, LEGO, Bayer, P&G, and Fitbit, Uxpressia is industry-leading software for creating journey maps, personas and more.
All students get FREE access to Uxpressia Pro after enrolling
Your FREE Uxpressia subscription includes:
* 50+ journey map templates
* Suitable for building Journey Maps, Personas and Impact Maps
* Real-time collaboration
Still unsure? No worries!
This course comes with a 30-Day, 100% Money-Back Guarantee. If you don't love this course, just email me during the first 30 days. I'll refund 100% of your purchase price, no questions asked.
