Do you know what makes your customers tick?

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.

You'll leave feeling prepared and confident, ready to engage stakeholders and begin creating your own magnificent journey maps.

BONUS: Get a free Uxpressia Pro subscription (normally $240/yr)

BONUS: Get a FREE Uxpressia subscription when you enroll - a $240/yr value.

Your FREE Uxpressia subscription includes:

* 50+ journey map templates

* Suitable for building Journey Maps, Personas and Impact Maps

* Real-time collaboration

* Integrated web analytics

In this course, you’ll discover: 

  • Actionable advice, checklists, and tactics that will make you confident to start journey mapping right away
  • Customer Journey Map and User Journey Map examples including eCommerce, Mixed Retail and Fast-Casual Dining
  • How to create user and customer personas, with examples, and a “how-to guide” for creating supporting user and customer personas

Module 1: Course Introduction 

Learn what a journey map is, what it's used for, and get introduced to the two example journeys we'll put together during this course.

Module 2: Identify Your Customers With a Persona

What is a Persona, and why do we need one to create a Journey Map? This module provides a quick and dirty intro to creating Personas. We'll create our two example personas, "Jamie Newport" and "The Mercer Family."

Module 3: Let's Get Started: Planning and Scoping Your Journey Map 

No mapping project should get kicked off before we know our scope and have a plan. This module provides checklists and templates for scoping, planning, and understanding timings for a real-life journey mapping project.

Module 4: Research Your Map

What kinds of research should we undertake? How long should research take, and where can I go to find existing data or customer quotes? This module provides actionable strategies for getting the right research fast and easily. 

Module 5: Create Your Hypothesis Map and Test It With Customers

In this module, we'll put together our two hypothesis maps. Hypothes test them in the real world and understand what might need to get tweaked or changed. 

Module 6: Finalize and Design Your Journey Map

Tips for making the map pretty! We'll talk about exporting from Uxpressia, if you should involve a designer, and what a finalized Journey Map really looks like.

Module 7: Metrics and How to Measure Success for Your Map

How will we know when we've made progress in improving our customer journey? In this module we explore the specific ways to measure success in each phase of the journey, including conversion, awareness, and repeat use.

Module 8: How to Get Buy-In and Put Your Journey Map to Work 

Research from the NNGroup states that experience mangers' number one complaint about journey maps is spending lots of time and money, but never using the map. In this module, we'll talk about putting your journey map to work inside your organization. 

Bonus: How to Create a Customer Journey Map in a Virtual Environment

Many of us are working remotely due to the changes Covid-19 has imposed on the workforce. In this module we'll explore how to create a customer journey map in a virtual environment, including recommendations on tools, conferencing platforms, and software.

This course is for anyone who wants to help their organization become more customer-centric. That could include:

  • Marketing managers
  • Marketing strategists
  • Customer Experience managers
  • UX designers
  • UX strategists
  • Small business owners
  • Entrepreneurs
  • Consultants
  • Sales and Promotions Managers

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.

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.

This course is currently in pre-order and will launch July 21, 2020.

Sign up now to get your 50% pre-order discount.


Pre-sale Price (Until midnight July 20th, 2020)

Until midnight July 20th, you can save over 50% with the pre-sale price. The course content will be released on July 21st, and on that day you can start the course.


Full Price (starting July 21st, 2020)

On July 21st, the price will increase.