Service Design User Journey Mapping
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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.
Author Name: Jillian Kaplan
Author Description:
Jillian is a 20+ year technology industry veteran. She currently works at a Fortune 50 Enterprise, prior to that she spent 14 years at Verizon. She has worked in engineering, product management, project management, marketing operations and product marketing. Having worked in so many different roles, she had a unique end to end perspective from initial product development to bringing products to market. She is a strong believer in ‘Technology for Good’ and works to bring it to the forefront of al… more
Table of Contents
- Course Overview
1min - Who Are Your Users?
26mins - How Do Your Users Feel?
13mins - Users Intentions and Expectations
17mins
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