Customer journey mapping

Ever wondered what it’s like to be one of your customers or residents? Ever test-driven your service or asked one of your customers in detail how it was for them?

Customer journey mapping

Customer journey mapping

Listening to residents’ views and acting on them is exactly what the Green Paper is looking for. How can you possibly know what your residents want, their priorities and how they feel when things don’t go as smoothly as they should do for them? All you need to do is to ask the right questions.

Journey mapping is the only way to truly understand the “customer experience”. It doesn’t have to be complicated, you don’t need to spend vast sums of money, you can make it part of your continuous improvement and insight-gathering processes. It's simple and easy once you know the basics.

Mapping isn’t just about your customers’ or residents’ experience. This tool can be used for all cross-cutting or inter-departmental services. You can use mapping for making decisions relating to people, infrastructure and budgets. It can also be used for developing new services so you ‘design out’ those annoying issues and get the service right even before it’s started.

What is it?

Customer Journey Mapping is a fully experiential customer experience programme that will enable delegates to understand, deep dive into, design and remove blockers from their current customer experience levels.

Why is it important?

Competitive edge through customer experience is more important than ever but more than this, customer expectations of a great experience are higher than ever. If organisations don’t get this right the consequences range from lost revenue, to brand damage with a whole host of other problems too.

Getting customer experience right is so much more than just standard service. It’s about deep diving into the experience a customer gets at every touch point and making sure every opportunity is used to surprise and delight.

What will it give delegates?

Knowledge and understanding of:

  • Customer experience
  • Experience mapping
  • Experience design
  • Blockers to creating customer experience
  • How to action plan for a customer experience change.

Who would this programme suit?

  • Anyone with a passion for creating customer experience
  • Leaders with a strategic customer role
  • Frontline team leaders.

If you want to plan an efficient and effective service, or you want to produce customer outcome-focused performance indicators and standards; if you have persistent and recurring complaints about a particular service, or if you need to target spending to the right places, then this tool will be invaluable to you.

Who should attend?

All team leaders, managers, staff and volunteers who will be conducting customer journey mapping, or who need to understand the process.

Andrew Waite

Customer services Andrew Waite

Andrew’s experience and support from front line to Board level has supported many organisations in both business and charitable sectors. Andrew was previously CEO at one of the Mencap charities, is currently Chair of Board of Trustees at Barnet Mencap. He was CEO at a Children and Families charity and is a visiting Lecturer at University of Bedfordshire as well as a previous Guest Lecturer at University of Greenwich. He specialises in supporting charities and companies with a social conscience, including those in the housing sector, supporting hard to engage communities and education for people with mental health, learning and physical disabilities.

Andrew works at a strategic level to sustain and grow organisations along with supporting leadership and management teams to engage their employees and deliver service excellence.

Andrew’s Membership:  Association of Chairs (AoC), Society for Education and Training (SET) and Gay Professionals Network (GPN).

National Diversity Award Nominee: Positive Role Model 2013 & Positive Role Model Disability 2016.

Colleen Horne

Customer serviceColleen Horne

Colleen has been working in the field of people transformation for over 15 years with experience in a diverse set of industries from retail to utilities, housing, service organisations and the financial industry.

From her earlier management career in the service-led world of hospitality and retail through to her later roles in Learning & Development, facilitation and team/leadership she has gained not only a sound commercial and service background at the sharp end of business, but also a deep understanding of the power of culture and workforce engagement within a customer-centric environment.

Colleen’s service work has won national and international awards with housing associations and contact centers and she has had great successes within major customer-facing companies including Starbucks and Asda, developing team culture; designing and delivering many successful and creative development and change programme’s for all levels; liaising and consulting at a senior level, building relationships with clients and stakeholders, plus managing budgets and ROI measures.

training track record

HQN has a track record of helping organisations achieve real and lasting performance improvements. If you are interested in accessing this training package, please contact us by emailing