Customer Empathy Through Journey Mapping

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: Beginner
• Prerequisites: Recommend 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: 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.