Journey Management

What to expect?

This TiSDD DEEP DIVE is an intensive 3 half-day course on Journey Management (also known as Journey Map Operations). With a combination of talks, interactive workshops, and Q&A sessions, you'll learn how to bring journey mapping from a simple workshop tool to an interconnected information system in organizations.

Course Description

No matter if you’re completely new to journey maps or if you’re a veteran in journey mapping, using journey maps as a visual customer-centric management tool requires a specific set-up and governance structure. When implemented correctly, it can help you to keep an overview of ongoing and planned initiatives in your organization as well as a repository of past projects including previous journey maps and research data.

Journey Management enables you to:

• Keep a hierarchy of maps that are always up-to-date
• Build a repository of previous projects and research data
• Coordinate all projects in your organization with impact on CX/EX
• Find old projects and build new projects on existing data
• Create a dashboard of CX/EX for management
• Actively build bridges between organizational silos

Financial Inclusion

We as the SDN support financial inclusion as part of our DEI mission (Diversity, Equity and Inclusion), based on the world bank clusters. So, if you think you are eligible – please contact us at academy@service-design-network.org.

COURSE OUTLINE

Session 1: Management Maps (3 hours incl. breaks)

• Intro to Journey Management / Journey Map Operations (JMO)
• Creation and use cases of Journey Maps
• Evaluation and reliability of Journey Maps
• Exercise on Management Maps
• Q&A session

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Session 2: Journey Management (3 hours incl. breaks)

• Research exercise for Emotional Journey & Dramatic Arc
• Exercise on Journey Hierarchy incl. reflection
• Including KPIs and building Journey Performance Indicators (JPI)
• Personas as a strategic tool in Journey Management
• Q&A session

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Session 3: Structures & Governance (3 hours incl. breaks)

• Overview of governance system for Journey Management
• JMO as an information system for organizations
• Connecting JMO with Triple Track Agile Management
• Exercise on crafting a roadmap to introduce JMO in organizations
• Q&A session