Course Curriculum

5 Sections
00

Why Journey Maps Matter

2 Lessons 14 min
  • Course Overview: What Makes a Journey Map Fail 8 min
  • Meet the Case: Airline Rebooking Experience 6 min

Resources Provided

  • 0.1_CheatSheet_Journey-Mapping-in-Practice (PDF)
  • 0.2_Overview_Meridian-Airlines-Case-Study (PDF)
01

Sorting Out the People, Politics, and Purpose

4 Lessons 57 min
  • Meet the Stakeholders: The Audience for Our Journey Map 12 min
  • Decisions Our Stakeholders Need to Make: Our North Star 11 min
  • Scoping and Fidelity: Keep It Simple 8 min
  • A Real Case Study: Stakeholder Mapping for an Edtech Company 6 min

Practice Activities

  • Apply This to Yourself: Map Your Stakeholders 20 min

Resources Provided

  • 1.1_Example_Stakeholder-Mapping-Template-Meridian (Microsoft Word)
  • 1.3_Example_Meridian-Passenger-Booking-Experience-Journey-Map (Microsoft Excel)
  • 1.3_Example_Meridian-Passenger-Booking-Experience-Journey-Map (Google Sheets)
  • 1.5_Example_Stakeholder-Mapping-Template-Edtech (Microsoft Word)
02

Gathering Evidence and Structuring the Map

4 Lessons 50 min
  • The Evidence Safari: 4 Types of Data to Gather 9 min
  • Making Sense of the Data You Found 8 min
  • Choosing What the Map Will Track 10 min
  • A Real Case Study: Mapping a Sales Process for a Custom Electronics Company 6 min

Practice Activities

  • Apply This to Yourself: Choose Your Lanes 17 min

Resources Provided

  • 2.5_Example_Custom-Electronics-Company-Service-Blueprint (Microsoft Excel)
  • 2.5_Example_Custom-Electronics-Company-Service-Blueprint (Google Sheets)
03

Building the Map

4 Lessons 48 min
  • From Steps to Stages: Structuring the Experience 6 min
  • Filling In the Map (Without Making Things Up) 9 min
  • When to Bring People In 7 min
  • A Real Case Study: Mapping Bovine Tuberculosis Certification in Argentina 8 min

Practice Activities

  • Apply This to Yourself: Build Your First Pass 18 min
04

Putting Maps to Use

3 Lessons 23 min
  • How to Read the Journey Map 9 min
  • The 4 Ways to Use the Map 9 min
  • Course Wrap-Up 5 min

Learning Outcomes

  • Shrink the journey map to a reasonable scope before creating it
  • Build the entire map with user, business, operational, and technology data you already have access to
  • Convince busy stakeholders to take ownership of how they impact the user journey
  • Prioritize work based on where user pain and business friction overlap
  • Get lasting value out of the map for many years

Course Preview

 to watch NN/g videos

Tools Used in This Course

To complete activities in this course, you will need access to either Google Sheets or Microsoft Excel.

All other resources can be accessed through a standard PDF reader.

Turn Problems Into Solutions

Unify stakeholders to build shared ownership of the user journey

  • Cater the mapping process to the four fundamental stakeholder types
  • Uncover hidden legal, technical, or operational constraints before they derail your solutions
  • Gather cross-functional input that breaks down silos and creates mutual ownership

Stop creating maps nobody uses and start driving high-value decisions

  • Customize your map's lanes to serve the specific decisions your audience faces (no templates needed)
  • Read the map vertically and horizontally to sniff out omnichannel cracks in the journey
  • Leverage maps for ideation, new-hire onboarding, and to resolve conflicts

Transform journey mapping from an unrealistic research study into a collaborative project

  • Run an "evidence safari" to harvest the operational and quantitative data your company already collects
  • Confidently determine which data make the map strong and simple, and which make it confusing or complicated
  • Keep the scope tight and laser-focused on where the biggest business and user pain overlaps

Frequently Asked Questions

How long will I have access to this course?
Once purchased, your access will never expire. This ensures you can learn at your own pace and return to review content as often as you'd like, whenever you need.
Will I get personalized instructor feedback on course activities?
No, personalized feedback is not provided for activities completed during the course. Most courses provide answer keys to activities that help learners reflect on their progress and understanding of course materials and examples.
What content can I download?
You can download a variety of resources provided with each course, including templates, how-to guides, cheat sheets, posters, reading lists, and more. Video lessons provided in all courses will not be available for download.
Can I access this course offline or on a mobile device?
Offline access isn't available yet, although we plan to add it. Most courses offer downloadable resources for offline reference.

For the best experience, mobile devices are not recommended.
Is this course eligible for the NNGroup UX Certification Program?
Unfortunately, self-paced courses do not count toward UX Certification. However, learners who complete the final exam will receive a “Recognition of Completion” to demonstrate their achievement.

See our Live Online courses for options that count toward UX Certification.
What can I share with my employer to show I’ve completed the training?
Upon completing a course’s final assessment, you will receive a “Recognition of Completion” showcasing your dedication to learning the topic. This document can be shared with your employer or professional network to demonstrate your new skills and commitment to professional development.