Customer Journey Mapping - Interactive - 17/10/2022

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Customer Journey Mapping - Interactive - 17/10/2022

Customer Journey Mapping is a useful tool that can bring together customer research and insight, service design, and process improvement. This course will give you the knowledge and skills you need to use journey mapping in your own organisation.

Over 6 chapters we will take you step by step through planning, developing, using, and communicating your own map for your chosen customer journey.


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Which Course Is Right For ME?

You are currently viewing the page for the Interactive version of this online course. However, there are 2 options available for this course, which one is right for you will depend on your learning style and how you would like to complete the course.

  1. Interactive - A structured course with a dedicated start date and chapters released on a weekly basis. You will be enrolled as a cohort of learners and have regular live sessions with your tutor and other learners, benefitting from peer to peer interaction and networking.

  2. On-Demand - Available straight away, this will allow you to learn at your own speed. You have access to the entire course once you've been enrolled and can complete the course in your own time. You will still have tutor support available via email and phone.

Book The On-Demand Course

What to expect from the course:

This interactive course is a 6 week structured online learning course starting on 17/10/2022. The course consists of:

  • Weekly video sessions outlining topics essential to Customer Journey Mapping.

  • Exercises to help you develop your own journey map.

  • Downloadable materials to complement the weekly videos.

  • Peer interaction in the community to share knowledge and ideas.

  • Email, online and telephone support from your tutor, Stephen Hampshire.

  • A specially filmed Q&A session at the end of the course in which Stephen will answer your questions.

  • Introduction

  • Chapter 1: Making decisions and getting buy-in

  • Chapter 2: Qualitative research to explore the lens of the customer

  • Chapter 3: Quantitative research to prioritise and track

  • Chapter 4: Service design to improve

  • Chapter 5: Systems thinking for the customer journey

  • Chapter 6: Visual thinking for the customer experience


The start date for this course is Monday 17/10/2022 and will run for 6 weeks.

The course consists of 6 chapters; each consisting of video lessons, community discussions, reading, activities, and quizzes to make sure you’re picking up what you need. We’ll provide resources for each chapter, and also point participants to useful material in books and online.

Once you've started your course, a new chapter will be released each week, making this a 6 week in-depth training course. Once a chapter have been released they remain available to access at any point.

We’ve structured the course this way as we believe dedicating time to each of the 6 chapters will benefit long term plans when using customer journey mapping within your own organisation.

Each chapter contains between 30-60 minutes of video lessons and combined with the other learning content we'd recommend spending at least 2-3 hours per week on the course. The time you spend on your weekly tasks is up to you - it will depend on your organisation and the type of customer journey you'd like to map.

You will receive a certificate of completion once you have finished the course.

How long will I have access to the course?

All course content will remain available for 6 months following the start date of the course. You can view the full Terms and Conditions of our online training here.


Tutor support will be available from Stephen Hampshire through email and scheduled calls.

There will be 3 live Zoom sessions during the course (in week 1, week 3 and week 6), giving you the opporuntity to virtually meet Stephen and other learners on the course.

There will also be a dedicated learner community available with regular discussion posts asking key questions and common challenges.

Tutor support will be available for 8 weeks following the start date of the course.

How do I book?

This course is £495 (ex VAT) per delegate and is perfect for anyone who wants to learn an effective approach for implementing Customer Journey Mapping within their organisation.

Book your place now by completing the delegate details above and adding the course to your basket (you will need to add in the delegate details before you can add to basket).

Get in touch if you have any questions about the course or if you would like to speak to us about group discounts, or running the course in-house.

"Thoroughly enjoyed the TLF Customer Journey Mapping course. Great balance of theory, practical advice and tasks. I feel confident that I can now start journey mapping in my organisation."

Online Course Learner Survey 2022

Your Tutor:

Stephen Hampshire

Client Manager @ TLF Research

After 23 years in customer insight, Stephen's view is different to most. He believes that creating great customer experiences is simple (though rarely easy). Insight comes from asking customers the right questions, and listening to what they say. Building a customer-focused culture is more important than improving your processes. Proving the ROI of customer experience is easier than you've been told.

Stephen stays abreast of the latest thinking in customer insight and analysis so that you don't have to. He combines straightforward reviews of cutting-edge techniques with real life stories to engage with his audience, leaving them inspired to make change.

Outside of work he’s also a keen photographer, craft beer buff, and probably owns too many stringed instruments.

Get in touch

Get in touch to find out more about our training courses and how we can help you gain an in-depth understanding of your customers today.