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Service Design User Journey Mapping

by Jillian Kaplan

This course will teach you how to map a user journey from identifying personas and understanding their emotions to understanding their intentions and expectations.

What you'll learn

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.

About the author

Jillian works at a large enterprise company where she has global responsibility for ensuring CSPs can monetize their investments in 5G through future Enterprise use cases. She is long-time Telecom industry veteran. Previous to her current role, Jillian spent 14 years at Verizon. She joined Network Engineering during the launch of FTTP (FiOS) where she managed over a billion dollars in inventory in the Central Offices. While she worked, she received a Technical MBA and upon completion started a n... more

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