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Sep 14, 2021
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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
About the author

Jillian Kaplan has a 15+ year background in Engineering, Product Management and Product Marketing at a Verizon and at Dell Technologies. She currently is driving the go to market strategy to help Telco Service Providers build their 5G networks.

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Section Introduction Transcripts
Section Introduction Transcripts

Course Overview
Hi everyone. My name is Jillian Kaplan, and welcome to my course, Service Design User Journey Mapping. I work on thought leadership at a large high‑tech company. We are very focused on ensuring we do the proper research and background work as we bring new outcomes and services to market. Part of this means mapping the user journey. Understanding and executing user journey mapping will ensure that the team does the proper prework before service launch to ensure it solves a user's problem. Bringing a service to market without understanding your user is extremely risky. By doing this prework, you will greatly reduce the risk. Some of the major topics we will cover include defining what your users expect, understanding and creating personas and alternate personas, evaluating users' emotions during the journey, describing users' intentions and expectations. And by the end of this course, you will have the background to set up your services for optimal user success. Before beginning this course, you should be familiar with product management, product marketing, and understand the steps involved to bring a new service to market. I hope you'll join me on this journey to learn how to map user journeys for optimal experience in the Service Design User Journey Mapping course at Pluralsight.