Designing Better Customer Experiences Through Customer Journey Mapping
Summary
HRD Corp Claimable training for companies across Malaysia
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. This course will teach you how to map a user journey from identifying personas and understanding their emotions to understanding their intentions and expectations.
Course Details
Duration: 1 Day
Format: Face to Face Training
Who should attend: All levels of executives, professional looking to deepen their strategic understanding of customer-centric digital product design.
HRD Corp claimable: Yes
Group size: Up to 50 pax per session with multi trainers support
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HRD Corp claimable · In-house and Public · Customised for your team
Key Contents
Module 1: Who are your users?
Different kinds of Service Design
What is a Persona?
Different kind of Personas
Module 2: Research and Evaluating Personas
Research to identify Personas
Questions to identify Personas
Examples of Personas
Evaluating alternate Personas
Module 3: How do your users feel?
Understanding user emotions
User journey in the service design
The user journey
How to create a user journey map
Module 4: Users intentions and expectations
User experience an intent and expectations
User entered design and user experience
User intention
User expectation
Module 5: Practical Exercise
Interactions to understand user intention and expectation
Practical Exercise
Learning Objectives
Upon completion of this program, participants will acquire these:
- Learn about your users and understand what they need and expect
- Learn and understand personas and alternate personas
- Learn and understand users emotions through their journey
- Learn and understand users intentions and expectations
- Learn how to map a user journey from identifying personas and understanding their emotions to understanding their intentions and expectations
- You’ll have the skills and knowledge of users and their intentions and expectations needed to map a user journey
Key Organizational Benefits for Malaysia Companies
Integrated Experience Strategy: Bridge the gap between digital interface design, customer service, and operational backstage processes.
Accelerated Research Workflows: Learn how AI assistance can streamline research synthesis and customer journey analysis.
Data-Informed Decision-Making: Connect experience design directly to measurable business KPIs and customer retention metrics.
HRD Corp Grant Eligible: Eligible Malaysian employers can submit training grant applications under the HRD Corp scheme via eTRiS.
Suitable For This Programme
This programme is structured for professionals involved in shaping digital customer interactions, including:
- Cross-Functional Team: Any professional looking to deepen their strategic understanding of customer-centric digital product design.
Product & UX Designers: UI/UX Designers, Product Designers, and Customer Experience Designers seeking to integrate AI tools and end-to-end service design.
Product Managers & Business Analysts: Product Owners and managers aligning user experience improvements with business goals and product roadmaps.
Digital Transformation & Innovation Teams: Cross-functional leaders, managers, and higher management guiding digital customer experience strategy.
Frequently Asked Questions (FAQ)
1. Is this AI for Customer Experience course claimable under HRD Corp?
Yes, VerdantFlow Consulting is an official HRD Corp Registered Training Provider in Malaysia. Eligible employers can apply for training grant allowances under the HRD Corp scheme via eTRiS, subject to HRD Corp guidelines and approval.
2. Are AI tools used in this course?
Yes. The course introduces practical AI workflows for customer experience, showing participants how AI can support research synthesis, persona development, and usability evaluation.
3. Do you deliver in-house corporate workshops outside Kuala Lumpur?
Yes! We deliver customized on-site corporate training at your company premises across Kuala Lumpur, Penang, Johor, Sabah, Sarawak, and nationwide.
4. Will there be certification upon completion?
Yes. Certificate of Completion will be provided.
5. Can be it switch to online training?
Yes. It can be switch to online training upon request.
6. Is there corporate group pricing?
Yes. Feel free to send us your number of participants and we will provide a corporate group rate.
7. How to get in touch for more training information?
Please drop us an email at team@verdantflowconsulting.com or drop us a message via whatsapp below.
8. What other HRDCorp claimable UI/UX and Design related courses you have?
Request course outline
- Tell us your number of participants
- We send a customised quotation
- HRDCorp claim and deliver training