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Journey Map Training for CCSQ  

Understanding the customers’ holistic experience with CMS can help you identify both customer pain points and opportunities for improving the customer experience. Journey maps, a commonly used human-centered design (hcd) tool, create empathy by depicting the customers’ perspective as they interact with different touchpoints throughout their experience with CMS. 

During this online, four-hour training, attendees will learn how journey maps can be a useful human-centered design tool. They will finish the course with the skills to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool.   

• Duration: 4 hours  
• Level: Introductory  Beginner
• Prerequisites: Recommend completion of completion of Foundational Learning Path (FLP) courses HCD 101 Introduction to HCD and LACE Agility Foundations.
• Companion Courses: Consider HCD 102 Personas: Gain Empathy for Improved Ideation and Implementation
• Attendee types:All CMS development teams, leaders, SMEs, policy staff, management supporting CMS policy, business, products and services.
• Class type: RemoteRemote w/ interactive and collaborative exercises.
• Objectives: After attending the remote training, attendees will be motivated to create and use a journey map to communicate insights, engage cross-department team members, and provoke change through the findings in this tool. 
  • Understand & advocate the benefits of journey mapping as a research method and tool for decision-making​
  • Understand practical uses of journey maps in product development
  • Attending training that provides immediate, actionable tips​ and improves team collaboration and ideation.