We may earn an affiliate commission when you visit our partners.
Service Design User Journey Mapping
Jillian Kaplan
Jillian Kaplan
This course will teach you how to map a user journey from identifying personas and understanding their emotions to understanding their intentions and expectations.
Read more
This course will teach you how to map a user journey from identifying personas and understanding their emotions to understanding their intentions and expectations.
Read more
This course will teach you how to map a user journey from identifying personas and understanding their emotions to understanding their intentions and expectations.
Understanding journey mapping is fairly straightforward. In this course, Service Design User Journey Mapping, you’ll learn about your users and understand what they need and expect First, you’ll explore personas and alternate personas. Next, you’ll discover their emotions during the journey. Finally, you’ll discover users intentions and expectations. When you’re finished with this course, you’ll have the skills and knowledge of users and their intentions and expectations needed to map a user journey.
Register for this course and see more details by visiting:
OpenCourser.com/course/kubfe2/service
What's inside
Syllabus
Course Overview
Who Are Your Users?
How Do Your Users Feel?
Users Intentions and Expectations
Read more
Syllabus
Course Overview
Who Are Your Users?
How Do Your Users Feel?
Users Intentions and Expectations
Read more
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Develops user journey mapping skills, which are key to UX design
Taught by Jillian Kaplan, a recognized expert in UX design
Takes a structured approach to user journey mapping, making it accessible to beginners
Examines user emotions throughout the journey, providing a comprehensive understanding of user experience
Requires students to have a basic understanding of UX design principles
Save this course
Save Service Design User Journey Mapping to your list so you can find it easily later:
Save
Save
Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Service Design User Journey Mapping with these
activities:
Follow tutorials on user journey mapping
Show steps
Following tutorials will provide you with step-by-step guidance on how to create effective user journey maps.
Browse courses on
User Journey Mapping
Show steps
-
Search for tutorials on user journey mapping online.
-
Choose a tutorial that aligns with your learning style and goals.
-
Follow the steps in the tutorial to create a user journey map.
Review user experience design principles
Show steps
Reviewing these principles can solidify your understanding of the foundations of this course and help you to grasp its content better.
Browse courses on
User Experience
Show steps
-
Read articles or blog posts about UX design principles.
-
Watch videos or tutorials on UX design principles.
-
Take an online course or workshop on UX design principles.
Conduct User Interviews and Create Personas
Show steps
Develops practical skills in gathering user insights and creating personas to inform user journey maps.
Show steps
-
Design and conduct user interviews.
-
Analyze interview data to identify user needs and motivations.
-
Create personas based on user research.
Seven other activities
Expand to see all activities and additional details
Show all ten activities
Practice identifying user emotions
Show steps
Practicing this skill will help you become more adept at understanding the emotional needs of users, which is crucial for creating successful user experiences.
Show steps
-
Read articles or blog posts about user emotions.
-
Watch videos or tutorials on identifying user emotions.
Create a user journey map
Show steps
Creating a user journey map will give you practical experience applying the concepts in this course and gaining a deeper understanding of the user's perspective.
Browse courses on
User Journey Mapping
Show steps
-
Identify the user persona you want to map.
-
Brainstorm the different touchpoints the user will have with your product or service.
-
Create a visual representation of the user's journey, including their emotions and expectations at each touchpoint.
Explore User Journey Mapping Case Studies
Show steps
Provides real-world examples of how user journey mapping has been used to improve user experiences.
Show steps
-
Identify and analyze case studies of successful user journey mapping.
-
Extract key insights and best practices.
-
Apply learnings to your own user journey mapping projects.
Participate in a peer review of user journey maps
Show steps
Sharing your work with others allows you to get feedback and gain insights from different perspectives.
Browse courses on
User Journey Mapping
Show steps
-
Create a user journey map.
-
Find a peer who is also studying user experience design.
-
Share your user journey map with your peer and ask for feedback.
Design and Implement a User Journey Map
Show steps
Demonstrates understanding of how to take personas and emotions into account to create a user journey map.
Show steps
-
Identify and document user personas and their emotions.
-
Create a visual representation of the user journey.
-
Validate the user journey map with users.
Design a user interface for a mobile app
Show steps
Applying what you have learned in this course to create a real-world design will help reinforce your understanding and enhance your skills.
Browse courses on
User Interface Design
Show steps
-
Define the user persona and their goals.
-
Create a user flow for the app.
-
Design the user interface for the app.
Attend a workshop on user experience design
Show steps
Attending this workshop provides an opportunity to gain hands-on experience, learn from experts, and connect with others in the field.
Browse courses on
User Experience
Show steps
-
Search for workshops on user experience design in your area.
-
Choose a workshop that aligns with your learning style and goals.
Follow tutorials on user journey mapping
Show steps
Following tutorials will provide you with step-by-step guidance on how to create effective user journey maps.
Browse courses on
User Journey Mapping
Show steps
Show steps
Show steps
- Search for tutorials on user journey mapping online.
- Choose a tutorial that aligns with your learning style and goals.
- Follow the steps in the tutorial to create a user journey map.
Review user experience design principles
Show steps
Reviewing these principles can solidify your understanding of the foundations of this course and help you to grasp its content better.
Browse courses on
User Experience
Show steps
Show steps
Show steps
- Read articles or blog posts about UX design principles.
- Watch videos or tutorials on UX design principles.
- Take an online course or workshop on UX design principles.
Conduct User Interviews and Create Personas
Show steps
Develops practical skills in gathering user insights and creating personas to inform user journey maps.
Show steps
Show steps
Show steps
- Design and conduct user interviews.
- Analyze interview data to identify user needs and motivations.
- Create personas based on user research.
Seven other activities
Expand to see all activities and additional details
Show all ten activities
Practice identifying user emotions
Show steps
Practicing this skill will help you become more adept at understanding the emotional needs of users, which is crucial for creating successful user experiences.
Show steps
Show steps
Show steps
- Read articles or blog posts about user emotions.
- Watch videos or tutorials on identifying user emotions.
Create a user journey map
Show steps
Creating a user journey map will give you practical experience applying the concepts in this course and gaining a deeper understanding of the user's perspective.
Browse courses on
User Journey Mapping
Show steps
Show steps
Show steps
- Identify the user persona you want to map.
- Brainstorm the different touchpoints the user will have with your product or service.
- Create a visual representation of the user's journey, including their emotions and expectations at each touchpoint.
Explore User Journey Mapping Case Studies
Show steps
Provides real-world examples of how user journey mapping has been used to improve user experiences.
Show steps
Show steps
Show steps
- Identify and analyze case studies of successful user journey mapping.
- Extract key insights and best practices.
- Apply learnings to your own user journey mapping projects.
Participate in a peer review of user journey maps
Show steps
Sharing your work with others allows you to get feedback and gain insights from different perspectives.
Browse courses on
User Journey Mapping
Show steps
Show steps
Show steps
- Create a user journey map.
- Find a peer who is also studying user experience design.
- Share your user journey map with your peer and ask for feedback.
Design and Implement a User Journey Map
Show steps
Demonstrates understanding of how to take personas and emotions into account to create a user journey map.
Show steps
Show steps
Show steps
- Identify and document user personas and their emotions.
- Create a visual representation of the user journey.
- Validate the user journey map with users.
Design a user interface for a mobile app
Show steps
Applying what you have learned in this course to create a real-world design will help reinforce your understanding and enhance your skills.
Browse courses on
User Interface Design
Show steps
Show steps
Show steps
- Define the user persona and their goals.
- Create a user flow for the app.
- Design the user interface for the app.
Attend a workshop on user experience design
Show steps
Attending this workshop provides an opportunity to gain hands-on experience, learn from experts, and connect with others in the field.
Browse courses on
User Experience
Show steps
Show steps
Show steps
- Search for workshops on user experience design in your area.
- Choose a workshop that aligns with your learning style and goals.
Career center
Learners who complete Service Design User Journey Mapping will develop knowledge and skills
that may be useful to these careers:
User Experience Researcher
User Experience Researcher
User Experience (UX) Researchers study user behavior, needs, and motivations. They use this information to design products and services that are easy to use and enjoyable. Service Design User Journey Mapping would be immensely beneficial to you as it will help you map out the user journey and identify areas where improvements can be made. The course will also provide you with valuable insights into your users' emotions and expectations. This information will be essential for developing successful user experiences.
Service Designer
Service Designer
Service Designers create and improve services to make them more customer-centric. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping would be foundational for you in this career, as it will provide you with a deep understanding of the user journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Product Manager
Product Manager
Product Managers are responsible for overseeing the development and launch of new products and services. They work closely with engineers, designers, and marketers to ensure that products meet the needs of users. Service Design User Journey Mapping would be very helpful to you in this field. It will help you understand the user journey and identify areas where improvements can be made. This information will be essential for developing successful products and services.
Customer Experience Manager
Customer Experience Manager
Customer Experience Managers are responsible for improving the customer experience across all channels. They work with a variety of teams to identify and resolve customer pain points. Service Design User Journey Mapping would be helpful in this role as it will help you understand the customer journey and identify areas where improvements can be made. This information will be essential for developing and implementing successful customer experience strategies.
Marketing Manager
Marketing Manager
Marketing Managers are responsible for developing and executing marketing campaigns. They work with a variety of teams to create and deliver messaging that resonates with the target audience. Service Design User Journey Mapping may be helpful to you in this role, as it will help you understand the customer journey and identify areas where improvements can be made. This information will be essential for developing and implementing successful marketing campaigns.
Human Factors Engineer
Human Factors Engineer
Human Factors Engineers design products and systems that are safe and easy to use. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process, especially as it pertains to humans. You will learn how to identify human factors issues and develop solutions that improve the user experience.
Information Architect
Information Architect
Information Architects design and organize information systems to make them easy to navigate and use. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Interaction Designer
Interaction Designer
Interaction Designers design the way that users interact with products and services. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
User Researcher
User Researcher
User Researchers study user behavior, needs, and motivations. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Design Researcher
Design Researcher
Design Researchers study user behavior, needs, and motivations. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Ethnographer
Ethnographer
Ethnographers study human behavior and culture. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Anthropologist
Anthropologist
Anthropologists study human behavior and culture. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Sociologist
Sociologist
Sociologists study human society and culture. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Economist
Economist
Economists study the production, distribution, and consumption of goods and services. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
Psychologist
Psychologist
Psychologists study the human mind and behavior. They use a variety of methods, including journey mapping, to understand the user experience and identify opportunities for improvement. Service Design User Journey Mapping may be helpful in this role, as it will provide you with a deep understanding of the journey mapping process. You will learn how to create journey maps that accurately reflect the user experience and how to use them to identify and fix pain points.
For more career information including salaries, visit:
OpenCourser.com/course/kubfe2/service
Reading list
We've selected 12 books
that we think will supplement your
learning. Use these to
develop background knowledge, enrich your coursework, and gain a
deeper understanding of the topics covered in
Service Design User Journey Mapping.
Comprehensive guide to user experience (UX) for solo practitioners. It covers all aspects of UX, from research to design to evaluation. This book valuable resource for anyone who wants to learn more about UX.
Classic work on user experience (UX). It provides a comprehensive overview of the principles of UX. This book valuable resource for anyone who wants to learn more about UX.
Save
Explores the role of emotion in user experience (UX). It shows how emotion can be used to create more engaging and satisfying products and services. This book valuable resource for anyone who wants to learn more about the role of emotion in UX.
Save
Provides a practical tool for user experience (UX) design. The Lean UX Canvas simple and effective way to map out the key elements of a UX design. This book valuable resource for anyone who wants to learn more about the Lean UX Canvas.
Save
Classic work on usability engineering. It provides a comprehensive overview of the principles of usability engineering. This book valuable resource for anyone who wants to learn more about usability engineering.
Provides a comprehensive overview of information architecture (IA). It covers the principles of IA, as well as more advanced techniques. This book valuable resource for anyone who wants to learn more about IA.
Save
Classic work on human-computer interaction (HCI). It provides a comprehensive overview of the principles of HCI. This book valuable resource for anyone who wants to learn more about HCI.
Provides a comprehensive overview of the principles of design. It covers the basic elements of design, as well as more advanced concepts. This book valuable resource for anyone who wants to learn more about design.
Provides a comprehensive overview of the elements of user experience (UX). It covers the five key elements of UX: strategy, scope, structure, skeleton, and surface. This book valuable resource for anyone who wants to learn more about UX.
Provides a practical guide to web usability. It covers the basics of web usability, as well as more advanced techniques. This book valuable resource for anyone who wants to learn more about web usability.
Save
Provides a comprehensive overview of the UX process. It covers all aspects of the UX process, from planning to design to evaluation. This book valuable resource for anyone who wants to learn more about the UX process.
Provides a practical guide to usability testing. It covers the basics of usability testing, as well as more advanced techniques. This book valuable resource for anyone who wants to learn more about usability testing.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/kubfe2/service
Share
Similar courses
Here are nine courses similar to
Service Design User Journey Mapping.
Build a Customer Journey Map with UXPressia
OpenCourser.com/course/che7wl/build
Build a Customer Journey Map with UXPressia
Most relevant
User Experience Design – Creating User Profiles
OpenCourser.com/course/1jm8d2/user
User Experience Design – Creating User Profiles
Most relevant
Web Mapping with OpenLayers 3
OpenCourser.com/course/vmqubp/web
Web Mapping with OpenLayers 3
Mapping Real-world Classes in EF Core
OpenCourser.com/course/3cc24q/mapping
Mapping Real-world Classes in EF Core
Design in Healthcare: Using Patient Journey Mapping
OpenCourser.com/course/fqg26l/design
Design in Healthcare: Using Patient Journey Mapping
Start the UX Design Process: Empathize, Define, and Ideate
OpenCourser.com/course/pfsrf7/start
Start the UX Design Process: Empathize, Define, and Ideate
Create a User Journey Map in Miro
OpenCourser.com/course/it9h8f/create
Create a User Journey Map in Miro
Tableau Desktop Certified Associate - Mapping
OpenCourser.com/course/1rk96v/tableau
Tableau Desktop Certified Associate - Mapping
Working with Geolocation in HTML5
OpenCourser.com/course/if5ky9/working
Working with Geolocation in HTML5
Time
3540 hours
Level
Introductory
Via
Pluralsight
Instructor
Jillian Kaplan
Language
English
Good to know
Develops user journey mapping skills, which are key to UX design
Taught by Jillian Kaplan, a recognized expert in UX design
Takes a structured approach to user journey mapping, making it accessible to beginners
Examines user emotions throughout the journey, providing a comprehensive understanding of user experience
Requires students to have a basic understanding of UX design principles
Our mission
OpenCourser helps millions of learners each year. People visit us to learn workspace skills, ace their exams, and nurture their curiosity.
Our extensive catalog contains over 50,000 courses and twice as many books. Browse by search, by topic, or even by career interests. We'll match you to the right resources quickly.
Find this site helpful? Tell a friend about us.
Affiliate disclosure
We're supported by our community of learners. When you purchase or subscribe to courses and programs or purchase books, we may earn a commission from our partners.
Your purchases help us maintain our catalog and keep our servers humming without ads.
Thank you for supporting OpenCourser.
© 2016 - 2024 OpenCourser