Customer journey and service process design

Map the customer experience and redesign the processes behind it.

Customers judge an organisation by every step of their experience, including the steps managed by different departments. This programme helps teams map the full customer journey, find where it breaks and redesign the processes behind it.

Who it is for: Customer service, sales, operations and marketing teams.

Duration: 1–3 days. Group size: up to 25. Format: on-site, virtual or blended, and online.

What it covers

• Mapping the customer journey
• Finding pain points
• Designing the service process
• Measuring customer experience

Outcomes

• Teams map the journey of one key customer group, from first contact to follow-up.
• The main pain points are identified and ranked by their effect on customers.
• Improvement ideas are linked to the processes and teams that can deliver them.

Modules

• The customer view: Customer groups, Personas, Moments that matter
• Mapping the journey: Steps and channels, Emotions and pain points, Evidence from customers
• Behind the scenes: Service blueprints, Handovers between teams, Root causes
• Improving and measuring: Quick wins, Process redesign, Customer measures

Tools and takeaways

• Journey map template
• Customer persona sheet
• Pain point matrix
• Service blueprint
• Experience measures list

Contact OPDEV · ask@opdev.org · London, England (WhatsApp +44 7440 585456) · Lahore, Pakistan (WhatsApp +92 328 2888978)