This is Journey Management

​This is a 2-days course.

​FIRST TIME IN SINGAPORE A COURSE BY MARC STICKDORN

​This is Journey Management
Learn how to bring journey mapping from a simple workshop tool to an interconnected information system in organizations.

Marc is an acclaimed Author & Thought Leader in Service Design & Innovation

​This is Service Design Thinking (the pioneering book on service design)

​This is Service Design Doing (the definitive book on service design)

​This is Journey Management (the pioneering upcoming book on Journey Management)

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​How to manage multiple agile projects or even an agile organization?

​Unfortunately, silos persist in agile-land.

​Agile projects often still lack a shared language, mutual tools, or a common perspective between all involved teams and departments. Each organizational silo, such as teams, departments, disciplines, work in a different way with a dedicated language and incompatible set of software tools.

​This makes true agile working very hard.

​Managing one such project is a challenge; understanding overlaps and contradictions between many agile projects is really hard. If you’re looking for a way to handle this and drive customer-/employee-centricity in your organization, Journey Map Ops might be what you’re looking for …

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​Transform Experiences with ‘agile’ Journey Maps

​CUSTOMER JOURNEY MAPS

​Visualize and design customer and employee experience

​Go through your customer's experience step by step with journey maps. Understand the reality of your customers. Eliminate bad experiences in their journey. Design your touchpoints to create an awesome experience for your customers. Make sure that your products provide real value to your customers and turn them into your ambassadors.

​JOURNEY MAP SOFTWARE

​Embed customer-centricity in teams and companies

​Smaply, a software for journey maps, enables you to quickly create and share professional journey maps across teams and organizations. Give your team a tool that helps them to always focus on your customers. Also, apply journey maps to design for employee experience: Attracting and keeping the talents that drive your business.

​JOURNEY MANAGEMENT

​Use a customer-centric management tool for agile organizations

​Use journey maps as a visual management tool connecting the silos of your organization. See how all projects and initiatives in your company impact your customers' experience on one map. Build a hierarchy of maps to zoom into details. Find overlaps and contradictions between projects early on saving time and money.

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​Why Invest in learning and applying Journey Management?

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​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

• ​Actively build bridges between organizational silos

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What do you need to bring

• ​A team of 3-15 people who are interested in trying and installing Journey Map Ops in your organization

• ​No previous knowledge on journey mapping needed, but, of course, it is helpful
  
  Programme
  
  ‍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

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