Creating Customer Journey Maps from Scratch

Pontus Wärnestål, Service Designer

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9 Lessons (30m)
    • 1. Introduction

    • 2. What Is Customer Journey Mapping?

    • 3. What Are We Mapping?

    • 4. Uncovering Value Through Research

    • 5. Doing, Thinking, and Feeling

    • 6. The Anatomy of a Customer Journey Map

    • 7. Class Project

    • 8. Looking Ahead: The Future State Journey Map

    • 9. Closing Thoughts

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About This Class

Join service designer Pontus Warnestal (PhD) who will introduce customer journey mapping as a flexible and value-creating tool for improving services, products, and brands. The course covers concrete methods and techniques for creating research-based visual narratives of how experiences and interactions are working today for your service, and how you can design improved future-state journeys.

This class is for you who is interested in moving into the Service Design and Customer Experience field, and want to learn the basics for taking a holistic perspective of your brand, service, or product in order to systematically improve your customers’ or users’ experience.