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Design Thinking : Customer Journey Mapping

Sure shot way to delight customers, recreate value proposition, improve customer experience (CX) & become profitable
(119 reviews)
1,189 students
Created by


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Platform: Udemy
Video: 1h 3m
Language: English
Next start: On Demand

Table of contents


Design Thinking is an alternate approach to strategic problem solving so that you can create experiences users love.  It aims to gain deep insights about customer’s, their preferences and perspective about how they go about in their lives and in doing so, avail value from your products and services. So, as a product or service provider, seeing it through their customer’s lens can provide immense value in improving customer experience and loyalty. It can guide teams to effectively brainstorm innovative ideas (more importantly on the right problems) and test those new ideas, refine them and before taking business decisions such as investments or strategic direction.
Customer Journey Mapping is an important tool of Design thinking which can create immense value, excel in CX delivery that entrepreneurs, product managers, business leaders, can use to unlock value and map customers’ unarticulated needs and expectations along their buying and servicing lifecycle (Customer Lifetime) 
The purpose of the customer journey map is to identify the touch points of engagement with customers. The interaction at the touchpoints can help you to identify customer needs and expectations that are not visible to you as a product manager. An important element of customer journey map is that it is not a mere point in time analysis of customer needs at one single step at a time, but a coherent study of customer’s journey across their life cycle of the product or service, as the customer uses it.
Through a Case Study, this course will teach you to create Customer Journey Map of your own organization. Journey Mapping is a design thinking tool and is widely used to understand and empathize with the customers. Using the Customer Journey Mapping, barriers and levers in the customer’s end to end journey can be identified and they can be used to re-design or re-think the entire customer experience. This is one of the best tool to develop human-centric designs.
To whom this course is meant for?
Professionals from Marketing, Customer Service, Digital Transformation, UI/UX, Design Team & Start ups.
What is a Customer Journey Map?
Customer Journey Map is a design thinking tool that can be used to improve customer experience & provide wow moments for the customers.
Is it relevant to my sector?
Virtually it is applicable to all scenarios where there is interaction. (B2B, B2C, Govt, Social Business, Non-business) 
What are the benefits of Journey Mapping?
Typical benefits include 15% improvement in customer retention, loyalty improvement and increase in sales conversion.

You will learn

✓ Be able to redesign customer experience (CX) for your products/services
✓ Using Design Thinking tool for Customer Experience Management
✓ Be able to create a customer journey map
✓ Be able to redesign customer experience (CX) for your products/services


• Appreciation of how customers and their experience impact business results

This course is for

• Designers
• Marketing Professional
• Customer Service Professional
• Digital Transformation Professional
• Start-ups / Anyone working on new idea
Customer Experience & Business Transformation Leader
Neil is the author of 2 Books – “The Master Book for Lean Six Sigma Green Belt Certification –  Comprehensive Study Guide for Certification Exams & Job Interviews” & “The Little Book on Customer Experience”.
Being a Certified Six Sigma Master Black Belt, Neil has led several  change initiatives & projects with approved financial benefits of  over $20MN, of which $4Mn was executed by him personally. He has  demonstrated results in unconventional areas such as sales, HR,  technology, risk & compliance, program office, administration &  security, procurement, etc.
He has led transformation programs of Global Banks & Large Manufacturing firms.
He is the founder of www.SixSigmaCertificationCourse.Com, a forum for Lean Six Sigma and Canopus Business Management Group.
He is passionate about coaching executives on execution orientation and educating young professionals & students in Lean Six Sigma. 
Browse all courses by on Coursemarks.
Platform: Udemy
Video: 1h 3m
Language: English
Next start: On Demand

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