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Customer Empathy Through Journey Mapping

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.  

When: Wednesday, June 12, 2024; 10:00 am – 3:00 pm ET
Register on Zoom: https://www.zoomgov.com/meeting/register/vJItdu-urDsuH1Ty2u_PdglX8dvasQaDGtA

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