Bianca Amorim's Course Certificate: Journey Mapping

Explain the three core journey map types and why they work, including experience maps, customer journey maps, and service blueprints.

Apply common journey mapping processes to move from questions and inputs to actionable outputs.

Gather and structure data for journey mapping using research inputs that reflect real customer behavior and context.

Create perspective grids to analyze research findings and identify patterns, needs, pain points, and opportunities.

Build experience maps that clarify end-to-end experiences across phases, goals, emotions, and touchpoints.

Create customer journey maps that improve key flows by pinpointing friction, drop-off, and high-impact interventions.

Develop service blueprints that connect frontstage and backstage work to align people, systems, and processes behind the experience.

Plan and run journey mapping workshops that align stakeholders and produce clear next steps for product or process initiatives.