Customer Journey Mapping & Experience Design Training Course
Course Overview
| Course Title | Customer Journey Mapping & Experience Design Training Course |
| Organization | Tech For Development (T4D) |
| Venue | Tech For Development (T4D) Training Center along Tala Road, Runda, Nairobi |
| Duration | 5 days |
| Target Industries |
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| Target Job Roles |
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| Course Fees (Face-to-Face) | USD 1,100/KES 75,000 (Exclusive of VAT) |
| Course Fees (Virtual) | USD 1,000/KES 70,000 (Exclusive of VAT) |
| Training Modes | Virtual and face-to-face training |
| Payment | Payment should be made to the Tech For Development (T4D) bank account on or before the start of the course |
| Accreditation | Tech For Development Certificate of Course Completion |
Course Overview
This hands-on course teaches the art and science of visualizing the customer experience to identify pain points, moments of truth, and opportunities for improvement. Participants will learn various mapping techniques and how to use them to drive business decisions.
Course Duration
5 Days
Target Audience
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UX Researchers and Customer Experience (CX) Managers
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Marketing Managers and Brand Strategists
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Service Designers and Product Managers
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Customer Success Managers
Personal Impact
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Master a highly sought-after skill set for diagnosing customer experience problems
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Learn to advocate for customer-centric change within an organization
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Develop workshop facilitation and stakeholder management skills
Organizational Impact
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Directly improve customer satisfaction (CSAT) and Net Promoter Score (NPS)
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Reduce customer churn and identify innovation opportunities
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Create a customer-centric culture across the organization
Course Objectives
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Learn the different types of journey maps and their purposes
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Master qualitative and quantitative research methods for gathering journey insights
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Conduct stakeholder workshops to build consensus around the customer journey
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Identify key pain points and moments of delight
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Prioritize experience improvements and design new touchpoints
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Establish metrics to track the impact of journey optimizations
Course Modules
Course Outline
Module 1: Introduction to CX & Journey Mapping Fundamentals
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Principles of customer experience management
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Types of journey maps and their applications
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Case Study: How Airbnb uses journey mapping to design a trusted user experience
Module 2: Research Techniques for Uncovering Journey Insights
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Qualitative and quantitative research methods
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Data collection and analysis techniques
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Real-Life Project: Design and conduct a mini-research study
Module 3: Facilitating Workshops & Building the Journey Map
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Stakeholder engagement and workshop facilitation
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Journey map construction and visualization
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Case Study: How Amazon maps the post-purchase delivery and fulfillment journey
Module 4: Analyzing the Map: Identifying Pain Points & Opportunities
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Pain point analysis and opportunity identification
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Prioritization frameworks for experience improvements
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Real-Life Project: Build a current-state journey map and identify priority improvements
Module 5: Designing Solutions & Building a Business Case for CX
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Solution design and experience prototyping
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Business case development for CX initiatives
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Case Study: Present a future-state journey and cost-benefit analysis
Course Administration
Methodology
Instructor-led sessions use a blended learning approach combining presentations, guided practical exercises, web-based tutorials, and group work, delivered by seasoned industry experts. All facilitation and course materials are in English, so participants should be reasonably proficient in the language.
Accreditation
Upon successful completion of this training, participants will be issued a Tech For Development Certificate of Course Completion certified by the National Industrial Training Authority (NITA).
Training Venue
The training will be held at the Tech For Development Training Centre. The course fee covers the course tuition, training materials, two break refreshments, and lunch. All participants will additionally cater to their travel expenses, visa application, insurance, and other personal expenses.
Accommodation & Airport Transfer
Arranged upon request.For reservations contact the Training Officer:
Email: [email protected]
Phone: (+254) 790 824 179
Tailor-Made
This training can also be customized to suit the needs of your institution upon request. You can have it delivered in our T4D Training Centre or at a convenient location.
Payment
Payment should be transferred to the T4D account through a bank on or before the start of the course. Send proof of payment to [email protected].
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