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Journey Mapping: Case Study in Action

via LinkedIn Learning

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Overview

Walk through the steps of building a customer journey map and learn about the practical uses for the insights provided by journey mapping.

Syllabus

Introduction

Customer journey mapping as a tool

1. Journey Mapping Basics

What is customer journey mapping?
How are customer journey maps used?
Customer journey mapping with Red30

2. Journey Mapping Preparation

Setting customer journey mapping goals
Building a customer journey mapping team
Defining a customer persona
How to approach customer journey mapping

3. Drafting the Journey Map

Reviewing data for customer journey mapping
Inside-out customer journey mapping workshop
Identifying moments of truth
Interviewing frontline employees

4. Validating the Journey Map with Customers

Getting customers involved in the journey map
Conducting customer interviews
Customer observation work

5. Finalizing, Sharing, and Using the Journey Map

Finalizing and designing the customer journey map
Sharing the customer journey map
The customer journey map as a living document

Taught by

Jeannie Walters

Reviews

4.7 rating at LinkedIn Learning based on 604 ratings

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