An introduction to customer journey mapping

This training reminds us that it's important to design processes with customers in mind, understanding their experience is fundamental, how it feels for them, what works well for them and what frustrates them. This is exactly what the Charter for Social Housing Residents (Social Housing White Paper) is aiming to do.


In a housing setting, journey mapping is a powerful tool enabling the reframing and shaping of services and interactions to maximise the customer experience. This in turn helps improve satisfaction, engagement, performance and value for money as well as the relationships tenants and landlords have.


This 3-hour interactive session will cover:

  • An introduction to the customer journey mapping framework – what it is and what it is not
  • The component parts of a customer journey map and how they work
  • Identifying insight and the goals of customer journey maps
  • Examples of how customer journey mapping can be used in the housing sector
  • We'll jointly create our own customer journey map collaboratively during the session

This course will be useful for everyone wanting a basic understanding of customer journey mapping. It will take you through the theory all the way to the development of a map and the next steps including actions, prioritising, evaluating and driving change.


This tool is invaluable if you want to:

  • Review your services to make them streamlined, efficient and effective for customers
  • Produce outcome-focused key performance indicators and standards
  • Resolve persistent and recurring complaints relating to a particular service
  • Target a limited budget to the right places

Who should attend?


This training is essential for everyone with a passion for improving services – staff, team leaders and managers! If you're interested or responsible for reviewing services/processes or developing effective service improvement plans, particularly those who want to improve services based on a tenant centred approach.


This session is also extremely useful for tenants involved in scrutiny, equipping them with the knowledge and tools to effectively scrutinise the services of their landlord and report back in a visually engaging way.



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