Journey Mapping - Deep Dive Lab
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Unclaimed ProfileThis course goes beyond typical "sticky notes and touchpoints" journey mapping, teaching a research-grounded approach that incorporates backward journey mapping (historical context), current and future-state maps, and AI-aware service transformation planning. It covers synthesizing real user research into journey maps, building "3D insights" across three strategic map types, and facilitating maps as interactive stakeholder workshops. It includes 8 live sessions, templates, facilitation tips, portfolio artifacts, and an unusually extensive FAQ section addressing common objections.
About the creator
Frank Spillers
View full profileService Design Education · Not publicly disclosed
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Frank Spillers is a globally recognized UX and Service Design leader with 25+ years of experience, and founder of Experience Dynamics, an award-winning global consultancy. He's led 600+ UX projects worldwide, previously worked with Microsoft, Nike, Intel, and Capital One, and mentors at UX Inner Circle for brands including Google, Harvard, Netflix, and FedEx.
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Learning format
Subcategory
Price
Price may change · updated within 1–2 weeks
Course language
What You'll Learn
- Facilitating journey mapping as interactive stakeholder workshops
- Documenting problem-first AI transformation journeys
- Modeling future experiences involving AI and automation
- Creating current and future-state journey maps together
- Building backward journey maps for historical context
- Synthesizing user research into evidence-based journey maps
Best For
- Product managers and business analysts
- Transformation leads and innovation managers
- Service designers and CX professionals
- UX researchers and designers
Not For
- Those unable to attend live sessions
- People wanting AI to replace mapping
- Complete beginners with no research experience
- Those wanting only free templates
What's included
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