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September 2021: DEEP DIVE: Journey Map Ops (English)

21.09.2021 – 26.10.2021
sold out

This masterclass is a combination of talks, interactive workshops, and coaching plus homework and peer feedback.


experts in the field

Marc Stickdorn, the co-author of the award-winning service design books ‘This is Service Design Thinking’. and ‘This is Service Design Doing’. View Marc’s profile on LinkedIn


Highly practical Workshop

Key Learnings:

  • Keep a hierarchy of maps that are always up-to-date
  • Build a repository of previous projects and research data
  • Coordinate all projects in your organisation with impact on CX/EX
  • Use Journey Maps as a dashboard of customer and employee pain points, projects, and KPIs
  • Actively build bridges between organisational silos


What to expect in detail

In a small group of maximum 25 participants, you'll build up a high-level journey map for your organization, learn the journey map components needed for JM Ops, and create a set of linked sub-journeys.

You can involve your team and start building up the governance system of journey map coordinators in your organization. In the end, you'll end up with a Journey Map hierarchy for your organization, a structure to use journey maps as a dashboard for customer and employee experience including customer/employee pain points, previous/ongoing/planned projects, KPIs, research data, etc.

You'll be able to identify overlaps and contradictions between projects early on and coordinate multiple agile projects from a truly customer-centric perspective.

Course dates:

  • 21/09/2021 - 17:00–18:30 CET (GMT+1)
  • 28/09/2021 - 17:00–18:30 CET (GMT+1)
  • 05/10/2021 - 17:00–18:30 CET (GMT+1)
  • 12/10/2021 - 17:00–18:30 CET (GMT+1)
  • 19/10/2021 - 17:00–18:30 CET (GMT+1)
  • 26/10/2021 - 17:00–18:30 CET (GMT+1)

What alumni say:

"I would recommend Journey Map Operations to anyone who wants to build End-to-End visibility of Customer Experience, break silos and unite their organization around customers and users. Marc gives lots of practical recommendations as well as strong inspirations. Make sure you do ask questions as Q&A is something I have found particularly amazing in this very hands-on course."

Nikita Zachinskiy,
Behavioural Scientist, Vodafone NZ, New Zealand

"The Customer Journey Ops course with Marc is a great opportunity to learn and practice how you can build, connect and manage your customer journeys in a way that's relevant and useful for your organization. Marc provides theoretical grounds along with his insights and examples from different industries that help you and your team to build a clear repository of journeys that can be linked together and introduced into a journey mapping software tool as a single source of truth. This is a course that will help you build a foundation for a systematic approach to managing and designing better customer experiences across your organization."

Ana Osredkar,
Co-founder and director – Servis 8, Slovenia

Facts & Figures

Key facts:

  • Live online class of 90 minutes per week
  • Exercises between course sessions to build a repository of interlinked journey maps
  • Course time best suitable for Americas, Europe, Africa
  • Full price: €799*
  • Early bird: €699* (until August 10th 2021)
  • Max. participants: 25
  • All attendees will receive a course certificate by This is Doing signed by Marc Stickdorn, accredited SDN Master Trainer.

* plus VAT if applicable

General info

This is Service Design Doing moves service design thinking from theory to practice, connecting customer experience to business success. The School facilitators Adam, Marc, and Markus, together with Jakob, also published the book with the same name. With cases and tips from 300 contributors, the authors outline tools and methods, discuss running workshops, sprints and projects, and explore embedding service design.

The co-created script of past editions of the schools laid one of the foundations for the book’s content.

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