DESCRIPTION
Customer experiences are mostly unseen. To deliver well-designed outcomes for customers we need to understand how they work, play and live. Customer journeys help us to account for the factors that influence users and design for them. They help us to create a credible story for what our customers are trying to achieve.

KEY CONCEPTS
Journey mapping, task flows and analysis, dynamic structure.

LEARNING OUTCOMES
Participants will develop methods for participating in and conducting research-based customer journey workshops.

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