Overview
Learn a practical, intuitive way to understand how people move through an experience — and how to design that experience so it is clearer, smoother, and more valuable for both people and the organization.
Journey maps help teams understand the full picture: what people are trying to do, where things break down, and where the most meaningful opportunities for improvement exist.
About this Course
A journey map is a visual story of a person's experience, step by step, as they work toward a goal. It highlights what they are thinking, feeling, doing — helping teams understand where people are experiencing friction, confusion, or enjoyment along the way. Even for participants who have never used journey maps before, they make it easier to understand an audience and design with intention.
In this introductory, hands-on course, participants will learn how to create clear and useful journey maps based on real insights. This session explores how to identify key moments, map out pain points and opportunities, and use journey maps to inform better decisions across teams.
Participants will also consider how tools like AI can thoughtfully support parts of this work — such as organizing inputs, exploring patterns across journeys, or testing alternative future-state scenarios — while keeping real human experience and judgment at the center.
Participants will practice building a journey map from scratch, interpreting what it reveals, and applying it to improve products, services, workflows, and customer experiences.
By the end, participants will leave with a practical tool they can use immediately — whether shaping strategy, designing solutions, or simply trying to understand an audience more deeply.
Session Details
Duration: 4 hours
Time: 9:00 AM - 1:00 PM (Pacific)
Location: Live via Zoom (Miro link and Zoom invite sent prior to class)
Cost: $295
Session Discounts
25% Super Early Bird Discount (until 3 weeks before class starts)
15% Early Bird Discount (until 1 week before class starts)
How We'll Work (And Why It Matters)
This is a participatory session — plan to be present and engaged throughout.
We’ll meet on Zoom and use breakout rooms, so please join from your own device.
Please update Zoom beforehand for the smoothest experience.
Miro collaboration for reflection and reference.
If you need accommodations or have questions, please let us know — we’re here to help.
More on Zoom:
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About Your Facilitators
Daniel helps teams make meaningful progress through practical, human-centered change. With over a decade of experience facilitating and guiding teams through complex, real-world change, he’s known for his calm, structured approach and ability to turn strategies and insights into tangible action and results.
Ana brings a collaborative, pragmatic design mindset to her work, helping teams simplify complexity and create practical solutions grounded in real human needs. With experience across digital platforms, services, and sustainability, she’s known for listening deeply, adapting thoughtfully, and fostering curiosity and openness.
This Course is Part of the Results by Design | Design Essentials Series
This series is designed for anyone who wants practical, accessible tools for deeply understanding human needs, designing better experiences, and making clearer design and prioritization decisions. Each course can be taken on its own, or — for greater impact — combined to build a strong foundation in product and experience design.
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