Tell the story of the experience.
Identify the AHA! moment. Innovate solutions.

Whether you're new to journey mapping or looking for new ways to facilitate internal journey mapping sessions, the Journey Mapping Certification Workshop will teach you everything you need to know about journey mapping experiences. You'll get hands-on experience using your own case study to prepare a journey map. And you'll get certified in the tools and skills to lead your own journey mapping workshops!

What is journey mapping?

Each experience someone has with your organization is not a discrete, isolated event. It's one of a series of interconnected interactions that form a journey, over time, with your organization.

Journey mapping provides a collaborative, visual representation of how your users use your website/product/service which helps:

  • Deliver consistently great experiences, in particular in complex interactions with your products or services;
  • Identify gaps in content and functionality and between key touchpoints; critical moments; and opportunities for innovation based on user needs and business objectives;
  • Breakdown silos in your organization that get in the way of how people interact with your products and services;
  • Identify critical gaps, pain points, and points of failure in your user's experience; and
  • Drive transformation and innovation in your organization.

You'll walk away with:

  • Your own case study journey map from your organization that you can put to use right away.
  • Toolkits with templates, checklists, and resources - everything you need for each step of the journey mapping process.
  • Journey Mapping Certification credential you can share on your LinkedIn profile to highlight your accomplishment and boost your credibility.

YouX™ Competency Model

UX Competency Model

This training includes information targeted at these UX competency area(s):

  • Design
  • Research
  • Management
  • Leadership

Get your customized learning plan using the YouX™ Competency Model.

Journey Mapping


Online: 5 weeks

In-house: Flexible dates & duration. Contact us to learn more.

Who Should Attend

  • Novice
  • Apprentice
  • Journeyman
  • Master
  • Manager
  • Leader

Aren't sure where you fit in?
Take YouX™ for Individual Contributors.

Program Overview

By the end of this workshop, you'll learn how to:

  • Identify four different types of journey maps.
  • Overcome objections and gain buy-in for journey mapping initiatives from executives and key stakeholders.
  • Plan and facilitate journey mapping workshops that deliver the AHA! moments you need.
  • Storytell the experience of key interactions to create empathy.
  • Build consensus among diverse stakeholders, facilitating change and/or innovation.
  • Solve gnarly experience problems.
  • Prioritize innovations based on impact to the experience and your organization.
  • Gather objective, unbiased research to validate journey mapping findings.
  • Best practices, tools, and tips for every step of the journey mapping process.
  • Deliver journey maps that feature helpful insight into key experiences with your organization.
  • Lead internal experience mapping initiatives that get the right results.

Topic breakdown is being finalized. In the interim, please refer to workshop objectives to gain an understanding of whether or not this workshop is right for you.

If the topic breakdown is a critical point on your buyer journey, please contact us. (See how we worked in the workshop materials?)

Pre-work will be available online one week prior to the workshop.

This training includes a workbook, as well as tools and templates to help you apply what you learned.

Online Training
During this five-week online training, you will collaborate in asynchronously with your facilitator and classmates via video lessons, weekly activities, and interactive group discussions. Our training is designed to help you learn twice as much in half the time. In order to achieve the high levels of engagement needed, training is highly interactive and case study based.

This is an interactive, online training conducting using GoToTraining. (GoToTraining platform requirements.) We strongly recommended using a desktop/laptop computer and not a tablet or mobile device. Phone or microphone & speakers are necessary.

After submitting a finalized journey map and taking the certification exam, you'll be issued digital Certification for your LinkedIn profile to highlight your accomplishment and boost your credibility.

Refund Guidelines

  • Sixty (60) days prior to the event, you can request a full refund.*
  • Thirty (30) or more days prior to the event, you can request a 50% refund.*
  • Thirty (30) or less days prior to the event, there are no refunds available. You can, however, transfer the registration to another workshop within the next year OR transfer the registration to the name of another person from your organization.

* Refunds given will be returned less fees charged by EventBrite for each registration.

Copyright Information

What's Okay

  • Purchasing multiple seats in the class to share knowlege with colleagues.
  • Being a part of a group where each person is enrolled in the training.
  • Bringing what you've learned back to your team for applied use.

What's NOT Okay

  • Purchasing multiple licenses or seats to re-sell them to someone else.
  • Purchasing one license (seat in the training) and sharing it with a group.
  • Duplicating the Program Materials for financial gain or commercial purposes, including creating derivitive training materials.
  • Reproducing, in any form, the Program Materials., a product of Normal Modes LLC, owns the intellectual property rights including but not limited to all copyright and trademark rights, unless otherwise specified, in these and any associated materials (collectively, the "Program Materials.") The Program Materials are and remain the property of Normal Modes LLC. By completing this program, Normal Modes LLC grants you, as an individual, a license to use a copy of the Program Materials in your work. For more information on our copyrights, please visit Copyright Information.