An Introduction to Customer Journey Mapping

Customer journey mapping helps organisations see their business from a customer perspective. Mapping this helps you understand the experience of the customer, what works for them, and what frustrates them. This enables you to improve your services and how you interact with customers, which will help improve satisfaction, performance and engagement.

Further Details

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 to effectively increase engagement and build positive relationships between landlord and tenant. It enables 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 would be beneficial for staff and managers with responsibility for tenant engagement, scrutiny, service improvement or anyone with an interest in improving services from a tenant centred perspective.

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.

Cancellation Policy

All cancellations must be made in writing. If you cancel your place less than 7 working days before the training you will incur the full cost.

If you are unable to attend, you can send a substitute delegate at no extra cost.  All substitute delegates must be notified to Tpas in writing.

Once we have received your cancellation in writing we will forward you a confirmation of your cancellation detailing what you will be charged.

Tpas Right to Cancel

We aim to make sure that the training run as planned. However, there may be times when, due to circumstances beyond our control, we have to cancel the training. Should this be the case we will give you as much notice as possible. If you have already paid for the cancelled training we will give you a full refund. Should we run the training again, we will give you priority.

Need us to train
more than 4 people?

in-house could work out more cost effective


Thu 30th Sep 2021, 10:00am - 1:00pm

Venue Details


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An Introduction to Customer Journey Mapping
Membership Staff Tenant
Members £100.00 £100.00
Non-Members £150.00 £150.00

Event Contact

Name: Helen Phillips


Phone: 07858 717373

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