This is Journey Management – Singapore July 27-28
This on-site TiSDD DEEP DIVE is an intensive 2-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.
Facilitators
Marc Stickdorn, the co-author of the award-winning service design book ‘This is Service Design Thinking’. and 'This is Service Design Doing'. He is also CEO and one of the founders of Smaply, a dedicated journey mapping software. View Marc’s profile on LinkedIn
Background
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:
- Keep a hierarchy of maps that are always up-to-date
- Build a repository of previous projects and research data
- Coordinate all projects in your organization with impact on CX/EX
- Find old projects and build new projects on existing data
- Create a dashboard of CX/EX for management
- Actively build bridges between organizational silos
Program
Session 1: Management Maps
- Intro to Journey Management / Journey Map Operations (JMO)
- Creation and use cases of Journey Maps
- Evaluation and reliability of Journey Maps
- Exercise on Management Maps
- Q&A session
Session 2: Journey Management
- Research exercise for Emotional Journey & Dramatic Arc
- Exercise on Journey Hierarchy incl. reflection
- Including KPIs and building Journey Performance Indicators (JPI)
- Personas as a strategic tool in Journey Management
- Q&A session
Session 3: Structures & Governance
- Overview of governance system for Journey Management
- JMO as an information system for organizations
- Connecting JMO with Triple Track Agile Management
- Exercise on crafting a roadmap to introduce JMO in organizations
- Q&A session
Facts and Figures
Standard price: SGD 2,400.00
Course registration Form: LINK