About this course

Customer Journey Mapping is a way to visualise the journey of a customer within an organisation, brand, product or service.

Customer journey mapping attempts to understand – through detailed diagrams – what the experience of a customer is like, how they access information or goods, the difficulties and frictions they encounter and opportunities to improve upon the experience.

Mapping the customer journey is a crucial step to understanding customer interactions with an organisation or service so that better outcomes – or more swift, efficient or enjoyable experiences – can be designed.

Learning outcomes

This course will provide you with a foundational through to intermediate level understanding of Customer Journey Mapping.

You can read more about Customer Journey Mapping on the Digital Capability Unit SharePoint site.

After the completion of this course you will automatically be added to the Digital Capability Connect Microsoft Team for Customer Journey Mapping and New Ways of Working. For more information on the Digital Capability Connect team check out the SharePoint page.

There is no cost for this course, however please ensure you have your manager's approval to attend.