An introduction to customer journey mapping

Have you ever wondered what it’s like to be one of your customers or service users? It's fundamental to the Social Housing White Paper.


All too often we’re focused on processes – forgetting the customer experience. Customer journey mapping helps organisations to see their business from a customer perspective – to understand the experience of the customer, how it feels for them, what works well for them and what frustrates them. This is exactly what the Social Housing White Paper is aiming to do.


In a housing setting, journey mapping is a powerful tool. It allows you to reshape your services and how you interact with customers helping to improve satisfaction, performance, engagement and value for money. And of course, the landlord and tenant relationship.

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

This is a practical workshop for everyone wanting a basic understanding of customer journey mapping – what it is and how it can be used. It will take you through 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
  • 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 – staff, team leaders and managers - with responsibility for reviewing, or an interest, in service improvement, particularly those who want to improve services based on a tenant centred approach. It is really useful for staff and managers involved in tenant engagement and scrutiny.


Details of this public training can be found on the HQN website, which is the easiest way of accessing this training.

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