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所在平台: Udemy |
课程主页: https://www.udemy.com/course/design-thinking-customer-journey-mapping/
课程评论：没有评论
课程名称：设计思维：客户旅程映射 课程概述：设计思维是一种替代的战略问题解决方法，旨在创造用户喜爱的体验。它的目标是深入了解客户、他们的偏好以及他们在生活中如何使用您的产品和服务，从而为您提供价值。作为产品或服务提供者，从客户视角出发，能够为改善客户体验和忠诚度提供巨大的价值。同时，它可以指导团队有效头脑风暴创新想法（更重要的是，针对正确的问题），并在进行商业决策前测试和优化这些新想法。 客户旅程映射是设计思维中的一个重要工具，能够为企业家、产品经理和商业领袖创造巨大价值，识别客户在购买和服务生命周期中的隐性需求和期望。客户旅程图的目的是识别与客户的接触点，通过这些接触点的互动，帮助您识别作为产品经理所无法看见的客户需求和期望。 客户旅程图的一个关键要素在于，它不是对客户需求的单一时间点分析，而是对客户在整个产品或服务生命周期中的旅程的系统研究。通过案例研究，本课程将教您如何创建自己组织的客户旅程图。旅程映射是一个设计思维工具，广泛用于理解和同理客户。通过客户旅程映射，可以识别客户端到端旅程中的障碍和动力，并利用这些信息重新设计或重新思考整个客户体验。这是开发以人为本的设计的最佳工具之一。 适合对象：市场营销、客户服务、数字化转型、UI/UX、设计团队及初创企业专业人士。 客户旅程图是什么？客户旅程图是一个设计思维工具，可以用于改善客户体验，并为客户提供惊喜时刻。 它与我的行业相关吗？几乎适用于所有有互动的场景（B2B、B2C、政府、社会企业、非商业）。 旅程映射的好处是什么？通常的好处包括客户留存率提升15%、忠诚度改善和销售转化率增加。
Design Thinking is an alternate approach to strategic problem solving so that you can create experiences users love. It aims to gain deep insights about customer's, their preferences and perspective about how they go about in their lives and in doing so, avail value from your products and services. So, as a product or service provider, seeing it through their customer's lens can provide immense value in improving customer experience and loyalty. It can guide teams to effectively brainstorm innovative ideas (more importantly on the right problems) and test those new ideas, refine them and before taking business decisions such as investments or strategic direction.Customer Journey Mapping is an important tool of Design thinking which can create immense value, excel in CX delivery that entrepreneurs, product managers, business leaders, can use to unlock value and map customers' unarticulated needs and expectations along their buying and servicing lifecycle (Customer Lifetime) The purpose of the customer journey map is to identify the touch points of engagement with customers. The interaction at the touchpoints can help you to identify customer needs and expectations that are not visible to you as a product manager. An important element of customer journey map is that it is not a mere point in time analysis of customer needs at one single step at a time, but a coherent study of customer's journey across their life cycle of the product or service, as the customer uses it.Through a Case Study, this course will teach you to create Customer Journey Map of your own organization. Journey Mapping is a design thinking tool and is widely used to understand and empathize with the customers. Using the Customer Journey Mapping, barriers and levers in the customer's end to end journey can be identified and they can be used to re-design or re-think the entire customer experience. This is one of the best tool to develop human-centric designs.To whom this course is meant for?Professionals from Marketing, Customer Service, Digital Transformation, UI/UX, Design Team & Start ups. What is a Customer Journey Map?Customer Journey Map is a design thinking tool that can be used to improve customer experience & provide wow moments for the customers.Is it relevant to my sector?Virtually it is applicable to all scenarios where there is interaction. (B2B, B2C, Govt, Social Business, Non-business) What are the benefits of Journey Mapping?Typical benefits include 15% improvement in customer retention, loyalty improvement and increase in sales conversion.
