Journey Management
A course with SDN Acc. Master Marc Stickdorn
Early-bird Tickets end: Oct 31, 2024
Registration deadline: Dec 10, 2024
GENERAL INFO
Language:
English
Course level:
Intermediate
Location: Zoom
Platform details will be shared with course registrants prior to course
MEET THE TRAINER
Marc Stickdorn
SDN Acc. Master
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 in details
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:
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Keep a hierarchy of maps that are always up-to-date
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Build a repository of previous projects and research data
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Coordinate all projects in your organization with impact on CX/EX
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Find old projects and build new projects on existing data
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Create a dashboard of CX/EX for management
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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!
High income
Full training fee
Upper middle
income
Receive 25% discount
on the training fee
Lower middle
income
Receive 50% discount
on the training fee
Low income
Receive 75% discount
on the training fee
COURSE OUTLINE
Session 1: Management Maps (3 hours incl. breaks)
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Intro to Journey Management / Journey Map Operations (JMO)
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Creation and use cases of Journey Maps
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Evaluation and reliability of Journey Maps
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Exercise on Management Maps
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Q&A session
Session 2: Journey Management (3 hours incl. breaks)
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Research exercise for Emotional Journey & Dramatic Arc
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Exercise on Journey Hierarchy incl. reflection
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Including KPIs and building Journey Performance Indicators (JPI)
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Personas as a strategic tool in Journey Management
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Q&A session
Session 3: Structures & Governance (3 hours incl. breaks)
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Overview of governance system for Journey Management
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JMO as an information system for organizations
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Connecting JMO with Triple Track Agile Management
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Exercise on crafting a roadmap to introduce JMO in organizations
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Q&A session