From Maps to Management: Getting Started with Journey Management
Most organisations have journey maps. Far fewer have journey management. This half-day workshop introduces the core building blocks of Journey Management as a living practice: structuring maps into a hierarchy, connecting them to live data, and turning them into a shared decision-making tool that teams can actually act on. You will learn how to link individual journey maps across levels, add pain points, opportunities, and projects as operational layers, and connect your maps to the task management rhythms of different teams. By the end of the session you will have a clear picture of how to move from scattered maps to a coherent, maintained system, and a concrete plan for getting started in your own organisation.
Facilitator
Dr. Marc Stickdorn
Founder & CEO of Smaply
Smaply
Marc Stickdorn is one of the main authors of This is Service Design Thinking and This is Service Design Doing, two widely used books that have shaped how practitioners and educators around the world approach service design. He holds a PhD in design science, with a focus on CX research methods for customer journeys, and lectures at universities and executive programmes on Service Design and Journey Management as organisational capabilities.
As founder and CEO of Smaply, he launched the first dedicated journey mapping software in 2012 and has spent the past decade helping organisations move from one-off mapping exercises to sustained Journey Management practices. He trains teams, advises organisations, and speaks at conferences on how to connect customer and employee experience to the decisions that actually matter.
He lives in Innsbruck, Austria, where the mountains are close, the coffee is good, and the family keeps everything in perspective.
