Customer Journey Mapping - On-Demand

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Customer Journey Mapping - On-Demand

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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Course Details

What to expect from the course:

The course is a self-directed online learning course consisting of:

  • Available to start stright away, or on a date you choose

  • Video sessions outlining topics essential to Customer Journey Mapping

  • Exercises to help you develop your own journey map

  • Downloadable materials to complement the course videos

  • Online community to share knowledge and ideas

  • Email and scheduled telephone support from your tutor, Stephen Hampshire

Structure of the course

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, you will have access to all the chapters and be able to complete these in your own time.

Each chapter contains between 30-60 minutes of video lessons and combined with the other learning content we'd recommend spending at least 1-2 hours per chapter. The time you spend on your 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?

Once you've been enrolled, all the course content will remain available for 6 months - we'll clearly communicate the date your access expires.

You can view the full Terms and Conditions of our online training here.

  • 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


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

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

How do I book?

This course is £395 (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.

Course Summary

Which Course Is Right For ME?

You are currently viewing the page for the On-Demand 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, or on a date you choose, 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.

Enquire About Next Interactive Course

"Stephen Hampshire is a fantastic guide along the path of customer journey mapping. Fantastic bite sized sessions in a variety of formats. I would really recommend this course!"

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.