This hands-on workshop starts with an introduction to journey maps, including the range of approaches available. Next, participants dive into the challenges facing the customers and use a variety of exercises from channel brainstorming to empathy mapping to create the future journey. The workshop wraps up by discussing effective methods for socializing the journey maps and keeping them alive in an organization. To support skill development and retention, participants leave with packets containing personas and other research findings as well as detailed instructions for facilitating the activities practiced during the workshop.
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