Design the experience customers remember — on purpose.
Customer Experience Design & Journey Mapping equips cross-functional teams to listen to real customers, build evidence-based personas, map journeys, find backstage causes with service blueprints, redesign the moments that matter, test ideas cheaply and keep improving after launch. Built on the LENSS Model with a running case and a pitch.
- Interview practice with real customer transcripts
- Map a journey and find the moment that matters
- Blueprint backstage causes — systems, handoffs, incentives
- Test a paper prototype and pitch an evidence-based improvement
Customer Experience (CX) Design & Journey Mapping Trainer Toolkit by Bodhih Training — built on programmes delivered to 2,000+ companies since 2008.
The workshop is on the calendar. The material isn’t.
Opinion over evidence
“We know what customers want.”
Silo targets
Every department hits its numbers; customers still suffer.
Expensive fixes
New apps that don’t solve the cause.
Picture the evening before your programme.
Teams build a baseline, plan research and practise interviews, build personas, map the current journey, blueprint backstage causes, design the future journey, test a prototype and pitch a funded pilot.
What you will deliver
A complete design, sequenced and timed — so every session has a purpose and every activity lands.
- Framework
- The LENSS Model
- Versions
- 1-day or 2-day
- Running case
- Tallis Broadband (fictional)
Why Customer Experience Is Designed, Not Hoped For
CX vs service, moments that matter, effort and emotion, what customers remember.
Listening to Customers: Research Methods
Interviews, observation, feedback data, complaints, surveys (NPS, CSAT, CES) and their limits.
Personas and Jobs to Be Done
Building personas from evidence, jobs, needs and pains, avoiding stereotypes.
Mapping the Current Journey
Stages, touchpoints, actions, thoughts, emotions, pain points, channels.
Behind the Scenes: Service Blueprinting
Frontstage, backstage, support processes, handoffs, failure points.
Designing the Future Experience
Ideation, prioritising moments that matter, reducing effort, designing for recovery.
Prototyping, Testing and Measuring
Low-fidelity prototypes, testing with customers, CX metrics, closing the loop.
Capstone: CX Improvement Pitch
Pitch an evidence-based journey improvement.
Everything for the room. Nothing left to build.
Unlocks the moment you pay. Until then, here is exactly what you will be downloading.
To deliver
- Facilitator Guide with worked examples
- Slide Deck (33 slides) + simple backup deck
- Virtual Delivery Guide
For participants
- Workbook with 8 artefacts and the Tallis case
- Pre-Work
- Role-Play Pack — 8 scenarios + 12 challenge cards
- Case Studies — 7 cases with analysis
- Quick Reference Cards
To measure
- Assessment Instruments (30 MCQs + 6 T/F with rationales)
- Feedback Form
- Certificate
To design & sell
- Training Design Document
- Marketing Toolkit
What your participants will be able to do
Designed for CX and service teams; product, marketing and digital teams and operations teams.
- Plan and run customer research
- Build evidence-based personas
- Map current journeys
- Find backstage causes
- Redesign moments that matter
- Prototype and test cheaply
- Measure and keep improving
Walk in with data. Walk out with proof.
Trainers who measure before and after design sharper sessions — and get rebooked. AssessAll, our sister assessment platform, has assessments that sit naturally alongside this programme.
Walk in knowing where every participant starts.
Pair Customer Experience (CX) Design & Journey Mapping with an AssessAll assessment. Participants take it before the workshop, so you can tune the emphasis to the room; they retake it afterwards, so you can show the client what actually moved. Better-targeted sessions, and evidence that wins the next booking.
- AssessAll Certified: Customer ExperienceView assessment ↗
- Customer Interaction Judgement — Contact CentreView assessment ↗
- Digital Accessibility & Inclusive Design JudgmentView assessment ↗
Nothing quite fits? Create your own assessment on AssessAll, or ask the AssessAll team to build one around this programme’s objectives for you.
That is the design work already done for you — research, session plans, slides, activities and assessments. Spend it facilitating, selling your next programme, or simply switching off.
The honest comparison
| Building it yourself | This toolkit | |
|---|---|---|
| Basis | Internal opinion | Customer evidence |
| Scope | One department | Whole journey and backstage |
| Change | Big builds | Cheap tests, then pilots and reviews |
Made for people who stand at the front of the room
Onboarding journeys
Fix early experience and early churn.
Complaint journeys
Find and fix root causes.
B2B renewals
Map every stakeholder.
18 years in real training rooms, packaged for yours.
Bodhih Training has designed and delivered corporate programmes since 2008 — for first-time managers, sales teams, leadership cohorts and whole organisations. These toolkits are that reach, distilled: the structures, activities and materials that hold up in front of real participants, written so another trainer can pick them up and deliver with confidence.
Three steps from here to the room
- STEP 1
Buy in two minutes
Name, email, pay with UPI, card or netbanking. No account to create.
- STEP 2
Download instantly
Your download page opens at once, and a permanent link lands in your inbox.
- STEP 3
Brand it and deliver
Every file is editable Word or PowerPoint. Add your logo, your examples, and run it.
Help your teams design the experience customers remember.
Download the complete programme today.
Licensed to the buyer to deliver this programme to their own participants and clients, in person or online, and to adapt and brand the material. Reselling or redistributing the files is not permitted.
The rest of the Bodhih family, when you need it
Make the workshop last beyond the room
A workshop is two days; the behaviour change takes months. Jobulary turns assessment evidence into a focused individual development plan (IDP) — a few quarterly objectives built on real work, re-measured honestly. Give every Customer Experience (CX) Design & Journey Mapping participant a plan to carry forward.
IDPs are launching soon — the working demo is free to explore now, no sign-up.
Rather have us deliver it?
If you want Customer Experience (CX) Design & Journey Mapping run for your organisation by Bodhih Training’s own facilitators — in person, live virtual or blended, customised to your context — we deliver it end to end.
solutions@bodhih.com · +91 99000 11601. Building your own facilitation skills? See Bodhih’s Train the Trainer certification.
What buyers say
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Customer Experience (CX) Design & Journey Mapping toolkit — FAQs
Already bought? Resend my linkDo participants need design experience?
No — the methods are simple and practised step by step.
Can teams work on their own journeys?
Yes — bring data on a real journey; a full fictional case is provided.
Does it work for B2B?
Yes — cases and customisation cover multiple stakeholders and renewals.
Does it cover CX metrics?
Yes — NPS, CSAT, effort, repeat contacts and their limits.
Is there a short version?
Yes — a one-day core covers research, mapping and future-state design.
Can it be delivered online?
Yes — maps and blueprints work well on online whiteboards.
What exactly do I get in the Customer Experience (CX) Design & Journey Mapping trainer toolkit?
14 editable files: Training Design Document, Facilitator Guide, Slide Deck — Simple Backup, Slide Deck — Main, Virtual Delivery Guide, Participant Workbook, Pre-Work Material, Case Studies, Role-Play Scenario Pack, Quick Reference Cards, Assessment Instruments, Participant Feedback Form, Certificate Template, Marketing Toolkit. Word and PowerPoint formats, so you can add your own branding and examples — and a single ZIP to download everything at once.
How much does the Customer Experience (CX) Design & Journey Mapping toolkit cost?
₹2,999 including 18% GST for buyers in India, or $29 for buyers outside India. One-time payment, no subscription, with an automatic invoice.
How and when do I receive the files?
Immediately. Your download page opens the moment payment succeeds, and a permanent download link is emailed to you. The link works from any device without a password.
Can I deliver this programme to my clients and put my own logo on it?
Licensed to the buyer to deliver this programme to their own participants and clients, in person or online, and to adapt and brand the material. Reselling or redistributing the files is not permitted.
How can I measure what participants learn in Customer Experience (CX) Design & Journey Mapping?
The toolkit includes its own assessment instruments and feedback form. For a scored pre- and post-workshop measure, pair it with an assessment from AssessAll, Bodhih's sister assessment platform — for example AssessAll Certified: Customer Experience or Customer Interaction Judgement — Contact Centre. If nothing fits, you can build your own assessment on AssessAll or ask the AssessAll team to create one for you.
Can Bodhih Training deliver the Customer Experience (CX) Design & Journey Mapping programme for my organisation?
Yes. Bodhih Training (bodhih.com) can facilitate the programme in person, live virtual or blended, customised to your context. Contact solutions@bodhih.com or +91 99000 11601.
How long is the programme?
1–2 days · in-person or virtual. The facilitator guide shows how to run it as designed, and the virtual delivery guide adapts it for online sessions.