Improving Services by Through Journey Mapping

Journey mapping for Government and nonprofit


Delivering effective and enjoyable services requires a deep understanding of the customer experience. One tool for understanding and communicating the customer experience is journey mapping. Journey mapping is a powerful tool for improving products, services, and experiences by identifying issues and opportunities.

A Journey Map is the story of the actions, emotions and motivations of a customer as they interact with your organization, as told from their perspective. This workshop will introduce the concept of journey mapping and show attendees how to begin using journey mapping in their own organization.

After completing the workshop attendees will be able to: 

  • Identify journey segments for exploration
  • Create behavior based personas
  • Conduct qualitative customer research
  • Build a customer journey map
  • Build an influencer map
  • Identify issues and opportunities for improvement
  • Ideate and manage a solution portfolio

The workshop is a half-day event is scheduled for early June with the specific day base don attendee availability. This workshop is offered at no cost for non-profits and government entities. Class size is limited to 15 attendees.

If you or your organization are interested in attending please register below. 


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