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Unlocking Customer Journey Design Genius

Transform ordinary touchpoints into extraordinary moments of connection that inspire lifelong brand love.

In a world teeming with indistinguishable options, the key to standing out is crafting unforgettable experiences. "Unlocking Customer Journey Design Genius" is not just a course; it's a call to action for innovators, dreamers, and anyone who believes in the power of design to transform the ordinary into the extraordinary.

Based on the groundbreaking book “The Journey Mapping Field Guide” which simplifies and demystifies Customer Journey design, this online program offers a deep dive into the art and science of designing experiences that resonate, connect, and endure.

Format: 

Self-paced, on-demand course. Engage with content-rich modules designed to challenge and inspire, with the flexibility to learn at your own pace.

What You Get:

  • 5 Modules + Templates 
  • Downloadable Resources
  • Join Our WhatsApp Community
  • Contact us at [email protected] for support

What You’ll Learn:

  • Foundations of Customer Experience Design: Uncover the essence of exceptional customer experience and why it's the cornerstone of memorable brands.
  • Journey Mapping Mastery: From immersion to implementation, master the method that brings customer stories to life and transforms them into actionable insights.
  • Emotionally Intelligent Design: Learn to craft experiences that not only meet but exceed expectations by evoking the right emotions at the right time.
  • Innovative Problem Solving: Tackle real-world challenges with creative solutions, using case studies and interactive sessions that inspire out-of-the-box thinking.
  • Building Brand Love: Discover how to create raving fans and brand ambassadors through deliberate, caring, and impactful interactions.

Certificate of Completion:

You’ll receive a digital, shareable certificate with your name, completion date, and a verification ID. Perfect for LinkedIn and performance reviews.

Your instructor(s):

This program will be led by Chantel Botha (CCXP), a celebrated author and seasoned educator with over 15 years of expertise in customer experience transformation.

Chantel is the founder of BrandLove and author of The Customer Journey Mapping Field Guide. She has dedicated her career to bridging the gap between a brand’s promises and its deliverables, empowering employees to become extraordinary “Brand Warriors” who exceed customer expectations at every turn.

Unlocking Customer Journey Design Genius

  1. Welcome to the course!

    1 lesson
    1. Your Journey Begins Here

  2. Introduction to Customer Journey Mapping

    9 lessons
    1. The Status Quo Today
    2. Customer Experience Terms
    3. How I see Customer Experience
    4. Why should Customer Experience be important to your brand?
    5. What is Experience design?
    6. Method: Immersion
    7. Why a Customer Journey Map will grow your business
    8. Use your data cleverly!
    9. Engage your Angry Customers

  3. Your Step-by-Step Playbook for Customer Journey Mapping

    11 lessons
    1. Step By Step Process: Customer Journey Map
    2. Method: Creating a Persona
    3. Method: Empathy Mapping for the persona
    4. Method: Stakeholder Mapping
    5. Identify the Moments in the Journey
    6. Moments of Truth
    7. Add detail to your Customer Journey Map
    8. Design Guidelines
    9. Online Workshops
    10. Mapping Journeys With Customers
    11. Method: Customer Journey Map Origami

  4. Plan and Implement

    4 lessons
    1. Scope and Plan
    2. Redesigning Customer Artefacts
    3. Presenting Your Journey Maps
    4. Implementing Your Customer Journeys

  5. Conclusion

    1 lesson
    1. Conclusion