This training therefore offers attendees an in-depth introduction to journey mapping as a tool, with a mix of theory and hands-on activities. Participants would be divided into groups, and work on an assigned case.

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Topics covered will include:

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● The value of customer journey thinking

● Scoping journey maps

● Research methods to inform journey maps

● Service ecosystems

● Creating ‘as-is’ and ‘to-be’ journey maps

● Identifying opportunities and pain points

● Using journey maps as a basis for ideation and brainstorming

● Linking journey maps to service blueprints