Creating Customer Journey Maps from Scratch

Pontus Wärnestål, Service Designer

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9 Lessons (30m)
    • 1. Introduction

      2:13
    • 2. What Is Customer Journey Mapping?

      6:55
    • 3. What Are We Mapping?

      5:03
    • 4. Uncovering Value Through Research

      4:03
    • 5. Doing, Thinking, and Feeling

      2:32
    • 6. The Anatomy of a Customer Journey Map

      3:41
    • 7. Class Project

      1:27
    • 8. Looking Ahead: The Future State Journey Map

      2:24
    • 9. Closing Thoughts

      1:23
25 students are watching this class

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.