Customer Journey Mapping & Service Design Thinking

1) Course Introduction

This course provides practical tools for mapping customer journeys and designing improved service experiences using Design Thinking methodologies.

At the service design core, Seattle International Institute for Training integrates creativity, problem-solving, and human-centered design.

2) Key Learning Objectives

Participants will learn to:

· Map customer journeys across service touchpoints

· Identify friction points and gaps in service delivery

· Apply Design Thinking to reimagine service processes

· Develop prototypes and service improvement workflows

· Enhance overall customer and citizen experience

3) Target Audience

· CX designers

· Service development teams

· Government service innovators

· Marketing and UX teams

4) Course Importance & Business Impact

Journey mapping ensures services are intuitive, efficient, and aligned with user needs.

5) Practical Modules / Key Topics

· Journey mapping tools

· Persona development

· Design Thinking steps

· Service blueprint creation

· Prototyping & testing