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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 Kaplan joined Dell Technologies in 2018 and currently leads 5G and Telecom Thought Leadership. In this role her team has global responsibility for ensuring the Telecoms and CSPs can monetize their investments in 5G through future Enterprise use cases. Prior to Dell Technologies, Jillian spent 14 years at Verizon. She joined as a Central Office Network Engineer during the launch of FTTP (FiOS). FTTP was a complete network overhaul from copper to fiber. She managed over a billion dollars i... more

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