About the programme
The Envoca journey mapping training course will help you to understand the concept of journey mapping, when and why to use it and develop the skills to undertake it for yourself. You’ll apply some key techniques used in mapping and learn how to establish priorities for customer service improvement within your organisation. Journey mapping is an important technique used not only for paying customers, but also to understand the experience of service-users and supporters. We have had many delegates from not-for-profit sector and work with charities and public-sector organisations as well as the commercial sector to help them map client / service-user / beneficiary and supporter journeys.
Who will benefit?
Marketing managers, customer service managers, fund-raisers, service and operations managers, business development managers, business owners and those with responsibility for ensuring that clients, service-users or supporters are receiving the value and benefit from you throughout their lifetime. Suitable for commercial, charity, not-for-profit and public sectors.
- What is journey mapping? (When & why do you need it? Types of mapping).
- Whose journeys should we map?
- Stages in Journey Mapping:
- Stage 1 – Scoping, setting the context
- Stage 2 – Walking in the client’s shoes (insight and data)
- Stage 3a – Constructing the map
– Identifying all the touch points
– Steps in constructing a map
– Meeting needs: current and future
- Stage 3b – Journey Mapping Workshops
– Skills, processes, equipment and technology required
– Preparation, agenda, briefing, colour coding and capturing input
– How to conduct a mapping workshop
– Needs, expectations and behaviours at each touch point
- Mapping a sample journey
- Example software to help the mapping process and data capture
- Stage 4 – Decisions and taking action (presenting and sharing findings, prioritising)
- Stage 5 – Evaluating results and driving change. Top-down and bottom-up change agenda
The Envoca journey mapping training course will help you deliver true client / supporter value through:
- Developing deeper insights into your clients / supporters’ expectations throughout their journey
- Understanding ‘moments of truth’ which make or break the customer experience
- Using consultation to design and improve service delivery
- Deploying a systematic, process approach across the organisation to articulate service-user / supporters’ experience
- Identifying how to invest in service improvement either through addressing weak service areas or reducing attention on those areas which have little impact on satisfaction.