Journey mapping courses

Journey maps are valuable tools that can help communicate what customers (clients/staff/humans) are experiencing with your organisation. They can help tell stories, visualise pain points and be used for teams to physically or virtually gather round, annotate and use to decide where to prioritise efforts to improve the experience.

We offer this course from a half-day introduction to a three-day immersive experience. 

Day 1

Mapping the current state

Day one is an opportunity to immerse participants in the theory of customer journey mapping (CJM) and human-centred design (HCD). We also begin the task of creating a current state customer journey map. 

Key topics include:

• An introduction to HCD and CJM theory and processes
• Case studies and examples of journey maps
• Theory and practice of planning and conducting customer research
• Post-research activities and deeper sense-making approaches
• Theory and practical experience of creating a current state journey map
• How to use current state journey maps
• Critique of journey maps and discussion around next steps.

Day 2

Exploring opportunities

Having conducted research to better understand the current customer experience, day two covers the theory and practice of collaboratively exploring and co-designing preferable future experiences.

Key topics include:

• Problem/opportunity framing techniques
• Techniques to collaboratively generate ideas for future experiences
• Approaches for prototyping and testing ideas with customers
• Option for a practical prototyping activity
• Methods for getting input from colleagues involved in implementing solutions
• Future state journey mapping.

Day 3

Getting started

Day three provides an opportunity to discuss the organisational challenges often encountered as CJM and HCD are introduced – and we provide advice as to how to get traction and advance your customer centred ambitions by working with your colleagues.

Key topics include:

• Collaboration and co-design
• Stakeholder engagement
• Design walls and showcases
• Planning your project

Who can attend?

These workshops are ideal for anyone tasked with helping their organisation become more customer-centred. This includes managers of innovation, UX, marketing, IT, products, and customer experience professionals, as well as start ups, business analysts, and change managers.

What attendees say

"I loved this course, it was so practical and useful, I was able to apply it straight away  in my role to communicate what's going on for our customers."

Why learn from us?

Our expertise is recognised and sought after. Our work wins prestigious awards. Meld Studios, in collaboration with Queensland Government, won the 2018 won the Good Design Award® of the Year for the Growing Human-Centred Design Across Queensland Government project.

We work with many of Australia’s private and public organisations using service design to help them tackle their biggest challenges. We continually evolve our approach and we love to share what we’ve learned along the way. We use real life examples and encourage others to share their experiences and questions.