Topic: Defining Journey Maps

USER JOURNEYS Topic 1 The Original Journey Map Amtrak Journey Map – Case Study In the late 1990s, the United States Congress approved a 150-mph high-speed train for the Northeast corridor between Washington, D.C. and Boston.  It was considered a breath of fresh...

Topic: Building a Journey Map

USER JOURNEYS Topic 2 Steps Toward Building Your Journey Map A user journey is the path a user takes through a service.  A service experience refers to what the user experiences from the service. And a service outcome is what the user achieves from using the service....

Topic: How Journey Maps Have Advanced

USER JOURNEYS Topic 3 The Journey Map has evolved over 20 years from a tool used initially to visualize a typical user’s journey to now creating personalized experiences.  The evolution is due to the insertion of technology for sensing and tracking users while they...
Student Login
Log in below to access your courses.
Forgot Password
Enter your email address or username and we’ll send you instructions to reset your password.