Customer Empathy Through Journey Mapping

Overview

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.

Learning Objectives

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.

Details

Duration: 4 hours
Level: Beginner
Prerequisites: Recommend completion of Foundational Learning Path (FLP) courses Introduction to Human-Centered Design and LACE Agility Foundations.
Class type: Remote 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.

Contact us at HCD@cms.hhs.gov for questions about the training.

Who Will Benefit?

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NEWBIE

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TECHNOLOGIST

man with light hair thinking

PROFESSIONAL

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LEADERSHIP

Certificate for This Course

To earn a Certificate of Completion from CCSQ’s Human-Centered Design Center of Excellence, participants must complete the full duration of the training course and will receive a dated and verified Electronic Certificate (PDF). Certificates are sent to your email within two weeks of completion. Once you have earned your certificate, list it on your resume and LinkedIn profile under ‘Education’.

Duration of learning: 8 hours / 480 mins

Earn your CCSQ HCD certification today and registrar for upcoming training courses.

Related Courses

Personas: Gain Empathy for Improved Ideation and Implementation

Testimonials

"The speakers were entertaining and very knowledgeable. They made the training fun."

"The breakout rooms were very beneficial. It helped reinforce the concepts that were being presented."

"The exercises were thought-provoking and easy to apply in day-to-day work tasks."

"I enjoyed the activities that gave us an opportunity to pilot some of the strategies we were learning."

"The exercises were thought-provoking and easy to apply in day-to-day work tasks."

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