• River City Labs (map)
  • 315 Brunswick Street
  • Fortitude Valley, 4000
  • Australia

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‘Interactive, engaging workshop. Ability to see other organisations insights and work, enable open thinking and understanding.'

'Sqr One are very knowledgeable about Customer Journey Mapping'

'Very practical day with good frameworks you can use today'

In 2019, organisations large and small, are increasingly recognising the importance of delivering better and more connected experiences to their customers and employees, but many still struggle with obtaining a shared perspective of what the current customer experience is, figuring out why is it important and creating a unifying vision for the future customer experience of the business.

Accordingly to McKinsey, Customer Journey Maps are:

- Better predictors of likelihood to recommend

- Present more opportunity for differentiation and:

- Drive profitability and increase in company’s revenue

Yet companies, often fail to articulate the value of providing a great customer experience because of:

- Not knowing where to get started

- Lack of clarity on how to track and reflect the efforts of Customer Journey Mapping back to the business’ revenue and customer satisfaction

- Little support from the Senior Leadership Team

- Not knowing how to implement Customer Journey Mapping outcomes and how to create a business case that supports it

Join us on our upcoming and revamped Customer Journey Mapping Bootcamp, where we will share Sqr One’s unique and proven framework to prepare, create and implement a Customer Journey Mapping project in your organisation.

/// THE EXPERIENCE

This two-day Consumer Journey Mapping Bootcamp will give you a comprehensive understanding of the key Customer Journey Mapping principles while empowering you with innovative and human centred design principles and methodologies that will help you drive transformation and change in your organisation.

We will take your through the very own methodology we have applied to Journey Mapping and CX transformation projects with ASX listed companies.

It will be a hands-on workshop with role-playing, inspiration, creative play and knowledge-sharing so you can walk away with a clear idea of how to connect with your customers and users to provide a more human centred experience while achieving business results.

No prior knowledge Customer Experience or Journey Mapping is required. We will use Human Centred Design, CX’s latest research (Forrester, Qualtrics, Fifth Quadrant and IDEO), Empathic Design and Purposeful Marketing principles to bring you up to speed in no time.

Attendees will receive bootcamp materials and soft copies of our presentations, a printed workbook with examples and exercises to take back to your team; and a facilitation starter kit with templates, checklists, and a sample of our favourite workshop supplies.

One hour follow-up coaching call with Ale Wiecek to help you put insights from your bootcamp experience to work in your organization is also included.

All participants will receive a certificate of attendance.

To provide the most value to all attendees, we have limited the number of participants to 12.

Want to know more? Read along

/// HOW WILL YOU FEEL AFTER?

  • You will feel empowered, inspired and ready to take action the moment you leave.

  • You will have a better understanding of Customer Journey Mapping and, so you can implement it in your organisation and even facilitate your very workshops.

  • You will feel confident and prepared to try a few different ideas and be agile in the way you approach your business.

  • You will understand why creating something meaningful for your patients, customers and employees is important and profitable for your business.

/// WHAT WILL YOU LEARN?

  • What’s Customer Journey Mapping and how it helps to overcome organisational silos

  • Its benefits in improving Customer Experience, Customer Satisfaction(C-SAT), Net Promoter Score (NPS) and business performance

  • Advice on how to plan your very own Customer Journey Mapping workshop with guidance and practice on essential practices such as creating personas, empathy maps, choosing journeys to map, recruiting participants, and managing logistics

  • How to incorporate Human Centred Design and Design Thinking into your journeys

  • Our very own Customer Journey Mapping framework that you can replicate on your next project

  • Networking opportunities with other attendees to share ideas and best practices

  • How to engage stakeholders, how to prepare for stakeholder interviews and how and get your CX, Innovation or Journey Mapping project buy-in.

  • How to make your Customer Journey Mapping project stick and gain momentum

/// WHO SHOULD ATTEND?

You, your team and anyone interested in upskilling in journey mapping and/or design thinking.

We recommend multidisciplinary teams who are both customers facing and back of office, so the input of the day can be carried out internally later.

Marketing, customer experience, analysists or user experience professionals who would like a more holistic approach to their projects. Startup Founders and Entrepreneurs can equally benefit from this experience

Anyone passionate about innovation, design thinking and CX, who is willing to do things differently and be more empathetic while getting business results.

/// BOOTCAMP OVERVIEW

Day 1

Remember a day where you took notes like crazy so your hand starting hurting? Day 1 might feel a little the same. On day 1, our goal is to teach you everything we know about Customer Journey Mapping, the fun, the ugly and best tips we have used across our very own projects.

Day 1 will help you build a solid understanding of the journey mapping methodology and how you can apply it to your specific business challenges. We will make it a little fun and show some ice-breakers you can also use at your own workshops. The day will be structured around our proven step-by-step methodology for creating maps and using them to drive action.

Give or take, this is what Day 1 will look like:

  • Introductions & the importance of the customer journey

  • Customer Journey Mapping Framework – step by step theory and hands on practice

  • How to carry out research and run affinity mapping for data consolidation

  • How to create maps that will generate empathy and drive action

  • How to design solutions that will improve your business

  • Networking, high fives & happy hour

Day 2

Let the fun begin! We will focus on our framework for facilitating a research workshop with ‘customers’. We might go ‘into the wild’ and expose you to every type of research we taught you the day before. Day 2 will consist of more hands on exercises to help you learn by doing. You’ll learn best practices, try out facilitation techniques, and swap war stories with other facilitators-in-training.

Give or take, this is what Day 2 will look like:

  • What happens after the journey? The Implementation Process

  • Workshop planning & logistics

  • How to use storytelling to make your Customer Journey Mapping projects to gain momentum

  • How to incorporate creative problem solving to your journeys

  • Workshop planning & logistics

  • Reflections, presentations, awards, wrap up & high fives

/// TOOLS WE’LL GIVE YOU

  • Customer Journey Mapping Discovery Canvas

  • Empathy map Canvas

  • Personas Canvas

  • Research framework

  • Customer Journey Mapping Template

  • Prioritisation Canvas

  • Empathy interview guide

  • Empathy Maps

  • Framing process

  • Brainstorming Guide

  • Prototyping

  • How to test and learn (validate) guide

  • Much more

/// FAQ’S

Q: Where will the event be hosted?

A: River City Labs. Further instructions will be sent closer to the time.

Q: Do I need previous customer experience or Customer Journey Mapping?

A: Not at all. But if you know your customer a little more than anyone else in your organisation, that is a plus!

Q: What should I bring?

A: Yourself, big smiles and an open mind. Feel free to bring your laptop or iPad to take notes or to use during the breaks.

Q: What should I wear?

A: Comfy clothing and shoes are advised, because there will be some standing during practical exercises.

Q: Will the workshop run for the whole day?

A: We generally run to time, but you are, of course, free to leave earlier if required.

Q: Will there be photos/video taken?

A: It is very likely we will be taking photos or videos during the event for promotion purposes. If you have any concerns regarding this, please let us know.

Q: What time do we start and finish?

A: We start at 8:30am. You are welcome to arrive earlier to register, get comfortable and get to know your fellow attendees and Ale. We will aim to end the workshop by 5 pm.

Q: How can I contact Sqr One with any questions?

A: You can call Ale Wiecek or Delphine on 0406 658 854 on or email Sqr One at alewiecek@sqrone.com.au.

Q: How many people will attend on the day?

To provide the most value to all attendees, we have limited the number of participants to 12.

Q: Will refreshments be provided?

A: Yes, morning tea, lunch and afternoon tea will be provided. Please let us know of any food intolerances or allergies by emailing alewiecek@sqrone.com.au. We will have some light snacks, wine and beer at the end of Day 1.

Q: Why should I choose Sqr One?

Apart from being a cool bunch of down to earth people, who love empathy, people and (let’s be honest) post-it notes, we have worked with large and small organisation solving big problems using empathy and design. Some of our clients include: Urban Utilities, Fox Sports, eHealth, RACQ, ERM Energy, Canstar, cievents, Flight Centre, Queensland Health, SIMPRO, Red Eye Apps, Ladbrokes, NSW Finance Services & Innovation, TransLink and more.

Q: Can I be invoiced outside of Eventbrite?

Absolutely, just reach out to Ale Wiecek directly on 0406 658 854 or email Sqr One at alewiecek@sqrone.com.au to arrange for an invoice.

Q: Do you tailor and run your courses for organisations?
We do. Please email us at alewiecek@sqrone.com.au

Q: What if I need to cancel?

We don't offer refunds; however you can transfer your registration to a colleague.

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