Learn Customer Journey Mapping with Personas for Beginners

Name: Learn Customer Journey Mapping with Personas for Beginners
Rating: 4.1 (108 reviews)

Step by Step Instructions to a Better Customer Experience

Created byCustomer Experience 24/7

Last updated 9/2022

English

What you'll learn

Empathize with your customers by walking in their shoes
Interview for key information and uncover customer problems
Create personas to provide more individualized experiences to customers/employees
Use research to build a map that shows where your customer struggles when interacting with your business

Course content

1 section • 11 lectures • 1h 17m total length

Introduction4:38
Understand why Customer Experience is so important and how it makes companies stand out
What is Customer Experience (CX)?9:15
By the end of this course, you will be able to explain what Customer Experience is and the role that Journey Maps, Personas, and Channels play in this field.
Understand your Business Question - the Foundation of your Research6:47
Learn how to set the foundation when creating a Customer Journey Map and how to avoid analysis paralysis by focusing on what is in scope and crafting your mindset.
Personas - Part 15:40
Learn what Personas are, why they are important, and how to start creating them before diving deeply into your research
Time to go on a Safari5:53
Empathize with your customer by walking in their shoes and pick up a few pain points along the way!
Conduct Secondary Research8:27
Save yourself time by reading and analyzing what's already out in the world and in your own company about your current project.
Talk to your coworkers - Employee Interviews10:17
Learn about the Customer Experience by talking with people from different departments - understand what the experience is supposed to look like and uncover what's not working for employees that might trickle down to affect customers.
Let Customers Speak for Themselves - Customer Interviews6:17
One of the best ways to learn about your customers is to talk to them! This lesson will walk you through how to get them talking as well as some tips and tricks as you interview.
Putting it all Together - Research Analysis10:19
Together we'll talk about what you do with all this beautiful information you just gathered and how to pull out the most important bits.
Personas - Part 22:13
After you've finished analyzing your research, we'll talk about how to flush out your personas a little more
Double check your work with a Customer Journey Map Workshop8:10
Learn how to run the incredibly fun activity that is the Journey Mapping Workshop! The purpose of this workshop is to make sure you didn't miss anything when you created your map and after this lesson, you will understand who to invite to this workshop, what to bring, and how to execute it!

Requirements

There are no prerequisites

Description

This course covers everything that I wished I knew when I first started journey mapping - I'm hoping to spare you some of the confusion that I went through by showing you the end-to-end process of researching and mapping your customers' journeys.

Have you, or the business you work for, ever let down your customers when they've purchased one of your products or used your service? Do you want to know in what ways you let them down? Do you also want to increase your company's customer loyalty by showing them that you care and actually listen to them? If yes, customer experience is for you! I will walk you through the fundamentals of something called the Customer Experience process so that you can uncover where customers like yours struggle (as well as the parts of your business they like). Then I'll show you how to convey this information in a way that everyone can understand and relate to - something that puts customers' lives front and center instead of in business silos. This is by using what is called a Customer Journey Map to tell the story of an individual Persona. You'll also have a better chance of convincing your business that solving these problems is important because both the Map and Persona will be based on rock-solid research and data.

Please note that this course focuses on business-to-consumer (B to C) mapping as opposed to business-to-business (B to B) mapping.

Who this course is for:

Individuals that are just getting started with customer experience
Managers who need help training employees in customer experience
Business owners who want to stand out from their competitors (Example from my life: I own a small real estate company. When I run my tenants through this process and make alterations based on their suggestions, they feel valued and tend to renew their leases)